Customer Concierge - 141

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
• Visit the company's website for more information
• Visit website