Client Experience Specialist

Role Overview

• From the moment a client has their first discovery call with a lending adviser, this role is responsible for preparing the deal file so the strategist team can focus on strategy, not administration. This stream is the engine room of the client's deal pipeline.
• Mystro Pre-Fill: Set up client profiles from discovery call notes, pre-fill forms to 60%+ completion, send document collection invites via the Mystro portal. Target: within 1 hour of discovery call notes being logged.
• Document Collection & Reconciliation: Monitor incoming documents, cross-reference against conditional checklists (PAYG, self-employed, mixed, investment, HECS, SMSF), chase outstanding items. Target: documents reviewed and client contacted within 2 hours of receipt.
• Document Follow-Up Process: Manage the automated follow-up sequence for outstanding documents (48 hours, 1 week, 2 weeks). Monitor escalation triggers and step in with a phone call when automated emails have not produced a response — including offering to walk clients through form completion over the phone where needed.
• File Setup & Sensitive Information Redaction: Set up client file structures and redact sensitive personal information from documents before they are passed to the strategy team. This is a critical compliance and privacy step in the workflow.
• Credit Checks: Pull credit reports via Equifax/illion portal
• Valuation Ordering: Order property valuations across CoreLogic and Valocity platforms for multiple lenders
• Strategy Prep Handover: Once all documents received, file set up, redaction complete, and credit pulled, move the deal to Strategy Prep stage for the strategist team with zero rework required.
• Once a client settles, this role manages the ongoing communication and coordination that keeps the relationship active. The strategist conducts the substantive reviews, but this role ensures they happen on time, clients are prepared, and nothing falls through the cracks. This stream directly drives client retention, repricing revenue, and referral generation.
• 9-month repricing outreach to all eligible clients
• 12-month and 24-month check-in coordination — identify eligible clients, prepare the brief (current rate, lender, loan balance, any life changes noted), and schedule the call with the relevant strategist. The strategist conducts the review; you ensure it happens on time and nothing slips through
• Refer-a-Friend reward processing (gift cards, charity donations)
• Uber voucher delivery for new purchase settlements
• Monthly BrokerEngine-to-HubSpot settlement reconciliation
• Daily pipeline health checks using structured queries
• Pricing request routing to the appropriate strategist
• Referral partner communication: Update referral partners on client progress at key milestones, maintain professional relationships through systematic communication, and ensure partners stay informed throughout the client journey.

Requirements

• Execution discipline: When given a clear process and instruction, they follow it. Every time. Tasks are completed on time, marked complete when done, and nothing falls through the cracks. This is the single most important trait.
• Self-starter who works independently: Opens their task queue each morning and works through it without being prompted. Identifies what needs doing next. Does not wait for instructions on routine work.
• Strong attention to detail: Loves a checklist. Organised by nature. Notices when something is incomplete or inconsistent. Document reconciliation is a core function — this person needs to find satisfaction in making sure every item is accounted for.
• Confident on the phone with clients: Comfortable calling clients and referral partners directly — walking clients through forms, chasing documents, conducting check-in calls, and updating partners on deal progress. Warm, professional, and able to represent a premium brand to both audiences. A two-minute phone call fixes what three emails cannot.
• Comfortable with technology and systems: Works across multiple platforms daily (HubSpot, Mystro, Claude AI, OneDrive, CoreLogic). Sees technology as an enabler, not a burden. Picks up new tools quickly and follows system-generated processes rather than inventing their own.
• Proactive communicator: Communicates proactively — responds to requests promptly, provides updates without being asked, and gives you confidence that once a task is assigned, it will be done without needing to follow up. If something is unclear, they ask. If they are stuck, they flag it. If a task will be late, they communicate before the deadline, not after. When you hand them something, you should be able to forget about it.
• Professional written English: This role communicates directly with both clients and referral partners. Every email, call, and update represents the client's brand. Written communication must be polished, clear, and error-free using Australian English conventions. Responsiveness is non-negotiable — clients and partners should never have to chase for an update.
• Experience in a technology-forward, client-centric business where CRM discipline and structured workflows were central to daily operations — not necessarily financial services
• Demonstrated meticulous CRM usage (HubSpot, Salesforce, or similar) — not just data entry, but using it as the operational backbone for task management, pipeline tracking, and client communication
• Proven phone-based client communication — confident calling customers, building rapport, following up systematically, and resolving issues over the phone rather than hiding behind email
• Strong follow-up track record — references that speak to reliability, nothing falling through the cracks, and proactive communication when things change
• Experience working Australian hours for an Australian business.