Customer Concierge - 141 at D2B

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

2500.0

Posted On

26 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Contact, Appointment Booking, Document Collection, Data Entry, CRM Management, File Tracking, Settlement Support, Communication, Attention To Detail, Organization, Microsoft Office, Teams, SharePoint, Customer Service, Process Driven, Ownership

Industry

Financial Services

Description

Position: Customer Concierge Salary: AU$1,700-AU$2,500/month Work Schedule: 8:00AM - 5:00PM AEST Note: While this role is currently performed remotely, this position may be subject to a hybrid set-up in the future as the business evolves. 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 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

Responsibilities

This role manages the entire client journey from initial contact through to settlement, focusing on providing a smooth and well-supported experience. Key duties include coordinating communication, collecting and validating necessary documents, and ensuring files move efficiently through the pipeline.