Australian Mortgage Settlements Officer | BGC, Taguig

BC Solutions (Philippines) Inc.; Taguig; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO benefits

Permanent dayshift

Career development opportunities

International team

Job summary

BC Solutions (Philippines) Inc. is seeking a detail-oriented Settlements & Customer Care Administration Officer to join our team in the non-bank lending sector in Metro Manila.

You will support settlement processes, provide excellent customer service, and liaise with brokers and clients to resolve issues after settlements are completed. The role involves processing settlements, interacting with customers via phone and email, and ensuring data accuracy across systems.

Qualifications

• Mortgage settlement experience (2+ years) in financial services preferred.
• Strong communication skills, both written and verbal.
• Ability to handle high-volume, fast-paced environment.

Responsibilities

• Provide administrative and operational support to settlements officers or managers.
• Enter settlement details accurately into settlement systems ensuring data integrity.
• Communicate with brokers, clients, and financial institutions to resolve settlement issues.
• Ensure compliance with regulatory requirements and internal policies.
• Handle customer inquiries via phone and email with timely resolutions.
• Manage CRM records and process client information with confidentiality.

Skills

Mortgage settlement

Tools

CRM systems

Job description

About Metrics

We are a leading Australian non-bank corporate lender and alternative asset manager with ~$37bn in AUM1, specialising in fixed income, private credit, equity and capital markets.

Through our managed funds we provide unrivalled access to the highly attractive Australian private debt market to investors ranging from individuals to global institutions.

We offer tailored borrowing solutions to corporate and other entities of all sizes and across all industries in Australia, New Zealand and developed Asia.

BC Solutions is the mortgage arm of the Navalo Financial Services Group. Navalo is wholly owned by Metrics Credit Partners (Metrics).

WHY JOIN US?

• Permanent Dayshift, 5-day workweek with 2 days rest days, Australian Time

• HMO Benefits (Day 1) For Employee + 1 Qualified Dependent

• Opportunities for career development, training, and personal growth

• People first, dynamic international working environment

Overview

We are seeking a highly skilled and detail-oriented Settlements & Customer Care Administration Officer to join our dynamic team in the non-bank lending sector.

The Settlements & Customer Care Administration Officer will play a crucial role in providing support for smooth and efficient transactions to facilitate seamless settlement processes. They will provide exceptional customer service and act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency once settlement is completed.

Pre-Settlements Responsibilities

• Provide administrative and operational support to senior settlements officers or managers, assisting in resolving settlement issues.

• Chase up outstanding documentation required in order to book settlement, such as:

• Bank Statements

• Certificate of Currency

• Correctly Certified Trust Deeds

• Accurately enter transaction details into settlement systems, ensuring data integrity and consistency across platforms.

• Communicate with brokers, clients, and other financial institutions as required to resolve discrepancies or issues with settlement instructions.

• Ensure that all settlement procedures comply with regulatory requirements and internal policies.

Post-Settlement Customer Service Responsibilities

• Be the primary point of contact for customer service solutions, providing support to clients through phone and email interactions.

• Accurately manage enquiries from start to finish, ensuring prompt and efficient resolution of all open matters and maximising first-call resolution outcomes.

• Proactively engage clients by providing regular and timely updates and information to reduce resolution times and improve customer interactions.

• Provide accurate, valid, and complete information using the appropriate methods and tools.

• Keep records of customer interactions, process customer accounts, and file documents while ensuring accuracy and confidentiality.

• Follow communication procedures, guidelines, and policies.

• Perform data entry into client relationship management (CRM) systems.

• Collaborate with internal teams to resolve client queries.

Customer Service Tasks

• Answer all incoming phone calls and direct them to the appropriate contact for assistance.

• Customer Portal Access:

1. Send online portal emails after settlement.

2. Customer portal re-generation.

• Manage arrears with the BC Arrears Team.

• Repayment frequency variations.

• Discharge requests.

• Redraw requests.

• Direct debit changes.

• Rate retention activities:

1. Manage requests for rate reductions.

2. Advise clients of request outcomes.

• Ad hoc customer queries:

1. Generation of ad hoc statements.

2. Adding/removing offset accounts.

3. Processing changes to customer details such as addresses and phone numbers.

Requirements and Skills

• Previous experience in a Mortgage Settlement role (preferably within financial services) for at least 2 years.

• Strong communication skills, both written and verbal.

• Strong phone contact handling skills and active listening.

• Familiarity with CRM systems and practices.

• Customer-oriented with the ability to adapt and respond to different types of customers.

• Ability to work in a fast-paced environment, multi-task, prioritise, and manage time effectively.

• Ability to provide administrative support to business stakeholders and clients.

• Experience in coordinating and analysing business documentation.

• Strong attention to detail and a proactive, customer-first attitude.