# Customer/Client Concierge (AU Mortgage experienced)

> D2B · Manila, Philippines (Remote) · Full-time · Posted 2026-06-09

**Workplace:** remote

**Department:** RecOps

## Description

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

## Apply

[Apply at D2B](https://apply.workable.com/d2b-1/j/4BF2D5AFC8/apply)

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