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

Originally posted on Himalayas