Client Services Officer
Keep clients updated through every stage of their loan, from application to settlement — the calm, consistent voice of the brokerage.
Application Intake
Gather client documents and prepare files for submission.
Processing & Packaging
Verify documents and lodge applications with lenders.
Credit & Compliance Prep
Prepare serviceability and compliance documentation for review.
Settlement
Coordinate settlement bookings and clear conditions.
Client Service
Keep clients updated through every stage of the loan.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Fewer anxious client calls and stronger satisfaction — because clients get proactive updates instead of having to chase the brokerage for news.
What this role owns day to day
Core responsibilities
- Provide clients with regular application status updates
- Respond to client queries on process and documentation
- Schedule appointments and follow-ups as needed
- Log all client interactions accurately in the CRM
Works inside
Reported on weekly
| First response | Speed of initial reply to client queries |
| Resolution time | Time to resolve client questions |
| CSAT | Client satisfaction with communication |
| Follow-up completion | Agreed follow-ups completed on time |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around settlement deadlines and month-end peaks.
Early-start or late-finish shifts, by agreement
Peak-season scaling
Additional dedicated resources during EOFY and peak refinance periods.
Scale up seats for seasonal volume, scale back down after
What "no that's not my job" looks like in practice: a client's question spans processing, credit and settlement all at once — it still gets a clear, complete answer instead of being passed between people.
What stays with your authorised staff
Uses approved scripts and authority limits; pricing, advice and binding commitments remain with the authorised broker.
The market backdrop for client services hires
of Australian small businesses expected difficulty meeting financial commitments in June 2026.
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
of Australian businesses reported rising operating expenses in June 2026 — 65% citing overheads, 40% citing staffing costs.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, in industries with their own paperwork-heavy pipeline
Strip away the lender-specific tools and this role is a recognisable shape: gather documents, verify them against a checklist, and move a case through defined stages against a deadline.
Doing this in-house with stretched staff, or paying a third party
- Client updates compete with other broker priorities
- Communication is reactive rather than proactive
- Interaction records are inconsistent across the CRM
A dedicated client services officer, outsourced to us
- One resource whose only job is client communication
- Reports to your own broker or office manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Real Estate & Property Management
Tenant and owner communication follows the same regular-update discipline.
CRM · portalsFinancial Services & Insurance
Policyholder and claimant updates share the same communication cadence and tone.
CRM · contact-centre toolsRecruitment & Staffing
Candidate care and status communication is this same role under a different title.
ATS/CRMProfessional Services & Consulting
Client-facing status updates on engagements follow an identical communication rhythm.
CRM · reportingNo guessing what this role worked on. Full sample report on the Mortgage Broking page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Client Services Officer
Ready to add this role to your team?
Tell us your client volumes and communication expectations — we'll shortlist candidates against your actual task list.