Position: Customer/Client Concierge
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
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