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Client Liaison Officer (Australian Mortgage)

🇵🇭 Philippines

CRM

Management

Finance

Analyst

Customer Support

$1,700 - $2,500

Client Liaison Officer (Australian Mortgage)

from 🇵🇭 Philippines

$1,700 - $2,500

Position: Client Liaison Officer

Salary: AU$1,700-AU$2,500/month

Work Schedule: 9:00AM - 6PM Philippine Time

OVERVIEW:

This role is responsible for managing the client journey from initial contact through to settlement. The focus is on delivering a smooth, well-supported experience by coordinating communication, collecting and validating documents, and ensuring files progress efficiently through the pipeline. 

RESPONSIBILITIES:

Client Contact & Appointment Booking

  • Contact inbound referrals using a structured approach
  • Qualify at a high level and book meetings for brokers
  • Act as the first point of contact and set clear expectations

Document Collection & Onboarding

  • Guide clients through document requirements
  • Collect and organise documents over a 5–7 day period
  • Validate basic requirements (e.g. in-date payslips, completeness)
  • Enter and maintain accurate client data in the CRM

Pipeline & CRM Management

  • Maintain accurate and up-to-date CRM records
  • Track file progress and follow up consistently
  • Ensure no applications stall due to missing information

Handover to Credit Analysts

  • Prepare complete and accurate files for submission
  • Manage handover to the credit analyst team
  • Support analysts with follow-ups and outstanding items

Post-Approval & Settlement Support 

  • Notify clients of approval and guide next steps 
  • Assist with final document collection 
  • Support clients through to settlement 

QUALIFICATIONS:

  • 3-5 years experience in AU mortgage broking or loan processing
  • Strong understanding of standard document requirements 
  • Experience using Mercury CRM (essential – applications without this will not be considered)
  • Excellent communication skills (verbal and written)
  • High attention to detail and organisation
  • Ability to manage multiple files and follow up consistently
  • Proficiency in Microsoft Office, Teams, and SharePoint

Key Attributes 

  • Strong customer service mindset
  • Patient and persistent when working with clients 
  • Process-driven and detail-focused 
  • Takes ownership of tasks through to completion 

Reporting & Relationships 

  • Reports to: Directors 
  • Works closely with: Mortgage Brokers and Credit Analysts
  • External stakeholders: Clients, Lenders, Solicitors 

PREFERRED SKILLS/EXPERIENCE (nice to have):

  • Certificate IV in Finance and Mortgage Broking
  • Experience in a broker support or client service role
by @maxrusakovic