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