Client Liaison Officer (Australian Mortgage)

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

Requirements

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