Client Services & Lead Coordinator at The… · Remote

Role Overview

The client is seeking a powerhouse Client Services & Lead Coordinator to join their growing broker and para-broker team. They are looking for a proactive, highly organized "people person" who thrives in a fast-paced environment and can act as the engine of their lead management and client experience.

The ideal candidate is a "people person" who is confident on the phone, speaks impeccable English, and possesses the "bubbly" personality required to build instant rapport. You will be the first point of contact for many customers, ensuring they feel supported from their initial inquiry all the way through to settlement.

Key Responsibilities

1. Lead Management & Pipeline Movement (Primary Focus)

• Rapid Response: Promptly follow up on all new inquiries and incoming leads.
• CRM Mastery: Maintain meticulous records in the CRM, tracking lead status and ensuring no prospect falls through the cracks.
• Re-engagement: Proactively reach out to inactive leads to rekindle interest and drive business growth.
• Conversion Optimization: Coordinate initial appointments and implement strategies to improve lead-to-client response times.
  

2. Client Services & Customer Care

• Process Updates: Act as the primary liaison, providing clients with consistent updates throughout the loan lifecycle.
• Document Chasing: Call and follow up with clients to collect necessary documents and information for applications.
• Settlement Support: Assist clients from the application stage through to successful settlement, ensuring a seamless journey.

3. Calendar & Executive Support

• Broker Coordination: Manage broker calendars, prioritizing high-value appointments and daily workflows.
• Meeting Management: Schedule partner meetings, client reviews, and internal team touchpoints.
• Reminders: Ensure the team stays on track with automated and manual task reminders.

4. Loan & Administration Support

• File Preparation: Support the para-broker by organizing, reviewing, and ensuring files are 100% complete before submission.
• Workflow Integrity: Update CRM notes and move files through the appropriate workflow stages with high attention to detail.

5. Ad Hoc & Marketing Support

• Relationship Management: Coordinate client gifts, Google review requests, and referral follow-ups.
• Database Health: Assist with basic marketing tasks and database management.
• Financial Admin: Support the business with reconciliations and basic bookkeeping tasks as required across the business portfolio.

Candidate Profile

The Must-Haves:

• Exceptional Communication: Excellent spoken and written English is non-negotiable.
• The "Vibe": You are friendly, confident, and professional with a personality that shines through the phone.
• Organizational Prowess: You are a "list-maker" who thrives on order and proactive task management.
• Trustworthy: You handle sensitive financial data with the highest level of integrity.

The "Nice-to-Haves":

• Previous experience in Mortgage Brokerage, Finance, or Bookkeeping.
• Background in lead management or high-touch customer service.
• Familiarity with CRM software and digital workflow tools.

The Goal of the Role

To keep leads moving, clients engaged, and the broker team focused on what they do best. You will ensure our client experience operates at a premium level while providing the administrative fuel necessary for our business to grow.