Client Liaison Officer (Australian Mortgage)

D2B; Philippines; On-site; PHP 19,000 - 28,000; Full time

Job summary

D2b in the Philippines is seeking a Client Liaison Officer (Australian Mortgage) to manage the client journey from initial contact through to settlement, coordinating communication, collecting and validating documents, and ensuring files progress smoothly through the pipeline.

In this role you will handle client contact and appointment booking, guide document requirements, maintain precise CRM records using Mercury CRM, and support lenders, brokers and analysts to move files to underwriting and

Qualifications

• 3-5 years experience in AU mortgage broking or loan processing.
• Mercury CRM experience is essential.
• Excellent communication skills (verbal and written).
• High attention to detail and organisation.
• Ability to manage multiple files and follow up consistently.

Responsibilities

• Manage client journey from initial contact through to settlement.
• Coordinate communication and book meetings for brokers.
• Collect and validate documents within 5–7 days and maintain CRM data.
• Prepare files for submission and support handover to analysts.
• Support clients through to settlement and post-approval steps.

Skills

Communication skills

Attention to detail

Organisation

Multitasking

Education

Certificate IV in Finance and Mortgage Broking

Tools

Mercury CRM

Microsoft Office

Teams

SharePoint

Job description

Client Liaison Officer (Australian Mortgage)

Salary: ₱1,700 - 2,500 monthly

Company : D2b Job Type : Full Time Philippines

Salary: AU$1,700-AU$2,500/month

Work Schedule: 9:00AM - 6PM Philippine Time

Job Description - Client Liaison Officer (Australian Mortgage)

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