Customer Concierge

Position: Customer Concierge

Salary: AU$1,700-AU$2,500/month

Work Schedule: 9:00AM - 5PM Brisbane 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

 

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