客户联络官员（澳大利亚抵押贷款）
Client Liaison Officer (Australian Mortgage)
职位：客户联络专员
薪资：AU$1,700-AU$2,500/月
工作时间：菲律宾时间 9:00AM - 6PM
简介：
此职位负责管理客户从初次接触至最终成交的整个流程。通过协调沟通、收集和验证文件，确保文件在流程中高效推进，从而提供顺畅且得到充分支持的体验。
职责：
客户联系与预约安排
- 使用结构化方法联系来电推荐客户
- 高级别筛选并为经纪人安排会议
- 作为第一联系人，明确客户期望
文件收集与入职
- 引导客户完成文件要求
- 在 5–7 天内收集和整理文件
- 验证基本要求（例如：有效的工资单、文件完整性）
- 在 CRM 中录入并维护准确的客户数据
流程与 CRM 管理
- 维护准确且最新的 CRM 记录
- 跟踪文件进度并持续跟进
- 确保因缺失信息导致的申请停滞
移交至信贷分析师
- 准备完整准确的文件以提交
- 管理移交给信贷分析师团队
- 协助分析师进行跟进和未完成事项
审批后与结算支持
- 通知客户审批结果并指导下一步
- 协助完成最终文件收集
- 支持客户直至结算完成
要求
资格：
- 3-5 年澳大利亚抵押贷款经纪或贷款处理经验
- 对标准文件要求有深入了解
- 有使用 Mercury CRM 的经验（必备 – 没有此经验的申请将不被考虑）
- 优秀的沟通能力（口头和书面）
- 高度关注细节和组织能力
- 能够同时管理多个文件并持续跟进
- 熟练使用 Microsoft Office、Teams 和 SharePoint
关键素质
- 强烈的客户服务意识
- 与客户合作时耐心且坚持
- 以流程为导向，注重细节
- 对任务负责到底
汇报与关系
- 向：董事汇报
- 与：抵押贷款经纪人和信贷分析师密切合作
- 外部利益相关者：客户、贷款方、律师
优先技能/经验（加分项）：
- 金融与抵押贷款经纪四级证书
- 在经纪支持或客户服务岗位的经验
最初发布于 Himalayas
查看英文原文
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