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