Client Liaison Officer (Australian Mortgage)

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

Job summary

D2B in the Philippines is hiring a Client Liaison Officer (Australian Mortgage) to manage the client journey from initial contact through to settlement. You will coordinate communication, collect and validate documents, and ensure files progress efficiently through the pipeline, while working 9:00AM–6:00PM Philippine Time.

Responsibilities include booking meetings for brokers, guiding clients through document requirements, and maintaining accurate CRM records to prevent stalled applications.

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

Responsibilities

• 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
• 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
• Maintain accurate and up-to-date CRM records
• Track file progress and follow up consistently
• Ensure no applications stall due to missing information
• Prepare complete and accurate files for submission
• Manage handover to the credit analyst team
• Support analysts with follow-ups and outstanding items
• Notify clients of approval and guide next steps
• Assist with final document collection
• Support clients through to settlement

Skills

Communication skills

Organization

Multitasking

Customer service mindset

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

Job Description - Client Liaison Officer (Australian Mortgage)

Description

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