Client Liaison Officer (Australian Mortgage)

About this role

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