Reports to: Team Lead – Mortgage Analyst

Position Overview:

As a Client Service Manager at Outsourced Experts, you will be the client’s main point of contact through the loan application process from submission until post settlement. Your dedication to provide excellent customer service while ensuring compliance to Australia’s lending regulatory requirements will play a crucial role in the borrower’s customer service experience and the company’s overall performance in providing excellent customer service. 

Key Responsibilities:

• Key Point of Contact- act as the client’s key point of contact thru phone calls and emails. Ensure calls are answered promptly and emails are replied to on time. This also includes reviewing and voicemails and inbox management to ensure nothing is missed. 
• Review Loan package- Review the loan package as presented by the analyst to determine possible issues before submitting the loan application in apply online. 
• Submission- Review the Apply online data to ensure the data presented in the loan package is translated correctly in apply online. This task also involves updating incorrect data in Apply online. Submit the loan application in Apply online and ensure Service level agreements are meet. 
• Document management- Review the documents use by the analyst to create the loan package and ensure tax file numbers are redated, the documents e.g payslips, savings statements and liabilities statements meet the bank policy and the banks checklist. 
• Compliance- responsible for reviewing documents signed by the client and determine if it meets regulatory requirements. This task also includes redacting tax file numbers before submitting documents to the bank
• Addressing Missing Information Required- Review and address the missing information required list as may be determined by the assessors. This task involves ensuring the MIR’s are reviewed first and check that the MIR does apply before requesting any further information from the clients. If the MIR does apply, ensure the list is communicated to the clients. 
• Meet Deadlines- Action emails, and task promptly to ensure urgent task are prioritize and SLA’s are meet. This task involves proper management of finance clause dates, settlement  dates and ensuring awareness of bank SLA’s and knowing when to follow up clients
• Client Service- provide excellent client service by properly handling client queries, answering questions correctly, providing regular and relevant updates on what the client should expect, loan progress and next steps and  proper handling of irate clients 
• Documentation- ensure communications with clients whether call or email are recorded in the CRM as part of internal compliance and to ensure everyone in the team can be across the file progress when needed. 
• Liaison- Act as the liaison officer between the client and the bank by calling the bank to check on file progress, speaking with assessors to address Missing information, speaking with the solicitors to organize settlement dates and talking to the buyers advocate when necessary. 
• Settlement- be primarily responsible for organizing settlement on time as per the set date in the contract of sale or the agreed date with all parties. This involves calling the bank and client’s solicitor and other parties involved to agree and set a date for settlement.

Why Join Us?

• Competitive salary reaching up to 80K (Gross) NPR
• Secure Employment by working for one of Australia’s biggest brokerage firms 
• Professional Environment and Comfortable Workspace
• Career Growth with Paid Trainings 
• Hybrid Work Setup
• Five Working Days (Mon-Fri)
• Employee referral bonus and Quarterly Incentives