ClientLiaisonOfficer(AustralianMortgage)

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 persis