Position: Settlements Officer / Customer Service Manager

Salary: Php 100,000 - Php 150,000

Working Hours & Conditions: AU Business Hours

Position Overview

We are seeking an experienced, proactive Settlements Officer / Customer Service Manager to lead our post-approval pipeline and post-settlement customer care program.

In this pivotal role, you will take full ownership of approved loan files coordinating documentation, liaising with lenders and conveyancers, and driving the file through to seamless settlement. Beyond settlement, you will serve as the primary relationship contact for ongoing client support, annual loan reviews, repricing, and retention. During high-volume periods, you will also provide vital overflow administrative and data-entry support to our front-end credit team.

Key Responsibilities

• Approval to Settlement Management
• Maintain total ownership of loan files immediately following approval through to settlement.
• Review approval conditions, monitor the issue of loan documentation, and ensure all pre-settlement requirements are satisfied accurately and promptly.
• Proactively manage critical finance and settlement deadlines; liaise directly with clients, lenders, solicitors, and conveyancers to resolve roadblocks early.
• Complete all settlement stage updates, tasks, and milestones within the CRM.
• Client Communication & Relationship Management
• Act as the dedicated, reassuring point of contact for clients post-approval, delivering proactive milestone updates and setting clear timeline expectations.
• Professionally handle client enquiries, guide them through complex loan documentation, and escalate financial advice matters to Finance Brokers when appropriate.
• Execute structured post-settlement customer-care workflows, including check-ins, annual loan reviews, and lender repricing requests to drive retention and client advocacy.
• Pipeline & CRM Maintenance
• Maintain clean, audit-ready electronic loan files and up-to-date CRM records.
• Manage daily pipeline stages (Approval, Documents, Settlement) in the CRM, ensuring every active file has a clear next action, reminder, and detailed file note.
• Identify stalled files or potential delays early and take decisive action to keep settlements on schedule.
• Team Collaboration & Front-End Support
• Partner closely with Finance Brokers and Credit Analysts to ensure smooth, transparent file handovers.
• Provide agile overflow support to the front-end credit team during peak volumes, including data entry into CRM/lender portals, document collation, ordering valuations, and handling basic administrative tasks.

Requirements

Qualifications & Essential Requirements

• Minimum 3–5 years of recent experience within the Australian mortgage broking industry (direct experience within a major Australian brokerage network is highly regarded).
• Deep end-to-end knowledge of the Australian mortgage life cycle, particularly approval-to-settlement workflows, mortgage documentation, lender requirements, and settlement systems.
• Hands-on experience with Australian aggregator systems, lender portals, valuation ordering tools, electronic signature software, and standard office productivity suites.
• Exceptional written and verbal English communication skills with a confident, empathetic telephone manner.
• Proven experience handling residential, investment, and refinance lending (exposure to commercial, SMSF, or asset finance is advantageous).
• Strong problem-solving ability, meticulous attention to detail, and a high degree of self-sufficiency.