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