Senior Client Service Officer

14 hours ago

Taguig, National Capital Region, Philippines XIN SERVICES CORP Full time ₱40,000 - ₱80,000 per year

POSITION DESCRIPTION

JOB TITLE: Senior Client Service Officer | AU Mortgage Loan | WFH

JOB TYPE: Full-time

LOCATION: Home - Based

What We Are Looking For

  • 2–4 years' experience in client handling within the Australian mortgage industry
  • Proficiency in Core Banking Systems and major Australian lender broker portals
  • Experience using in-house CRM platforms for client data and workflow management
  • Working knowledge of Google Workspace, Microsoft Office, and Adobe Sign
  • Familiarity with Microsoft Teams, Zoom, and Google Meet
  • Strong understanding of mortgage structures (P&I, interest-only, redraw, offset, settlement processes)
  • Ability to interpret contracts, bank policies, and financial documents
  • Demonstrated experience handling escalations and complex client scenarios.
  • Previous exposure to team leadership, mentoring, or supervisory responsibilities.

Key Responsibilities

  • Conduct rate reviews and liaise with lenders to secure competitive rates for clients
  • Prepare and process client variation requests (e.g., loan purpose changes, loan restructuring)
  • Maintain proactive communication with clients, ensuring transparency at all stages

  • Support brokers with pricing, lender escalation, application tracking, valuations, and documentation

  • Manage construction drawdown requests, ensuring timely fund releases

  • Maintain accurate, up-to-date records in XIN's system, including interest rate updates, promotions, and rebate details
  • Prepare and circulate weekly pricing and promotion summaries to staff
  • Ensure tasks meet agreed service level standards and comply with internal procedures
  • Suggest process improvements and contribution to training materials, manuals, and departmental documentation
  • Assist in onboarding and mentoring new staff when experienced in the role

Skills and Attributes

  • Strong client service orientation with excellent communication skills
  • High attention to detail and organizational skills
  • Ability to work independently while supporting team objectives

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