Role Purpose

Support clients throughout their loan journey by managing communication, follow-ups,

and document coordination - ensuring a smooth, professional client experience.

What You’ll Do

• Respond to client enquiries and follow up for documents

• Provide process updates using approved scripts

• Maintain accurate client records in the CRM

• Support post-settlement follow-ups and retention activities

What You Will NOT Do

• Give credit or financial advice

• Discuss rates, approvals, or lender decisions

Ideal Profile

• Strong English communication

• Organized and detail-oriented

• Comfortable following scripts and processes

• Customer-focused but compliance-aware

Early Performance Signals (Not KPIs)

• Timely client responses

• Accurate CRM updates

• Fewer follow-up reminders needed from supervisor

Role Charter / Job Description

Client Relationship & Coordination Officer (Offshore)

Business: SZS Finance and Mortgage Solutions

Reporting to: Founder / Licensed Mortgage Broker

Role Type: Offshore - Full-time / Part-time (as required)

Location: Offshore (Pakistan / Philippines / UAE - remote)

1. Role Purpose

The Client Relationship & Coordination Officer is responsible for managing client

communication and coordination throughout the loan lifecycle, ensuring clients are informed,

documents are collected on time, and the overall client experience is efficient, professional,

and consistent.

This role does not provide credit advice and does not make lending decisions.

2. Primary Accountability

To ensure every client:

• Is contacted promptly

• Knows what is required of them

• Receives regular, accurate updates

• Feels supported throughout the process

• Remains engaged post-settlement for future opportunities

3. Key Responsibilities

A. Client Communication & Coordination

• Respond to new enquiries as per scripts and timelines

• Conduct follow-ups for missing documents

• Provide status updates at defined milestones

• Maintain professional, polite, and compliant communication

B. Document Collection & Tracking

• Request documents using approved templates

• Track document receipt and completeness

• Flag missing, expired, or unclear documents

• Ensure documents are uploaded and named correctly

C. CRM & Record Management

• Create and update client records in the CRM

• Log all client interactions accurately

• Maintain clean and complete client files

• Ensure no client interaction occurs outside approved systems

D. Post-Settlement Relationship Support

• Conduct post-settlement follow-ups (scripted)

• Schedule future review reminders

• Identify opportunities for cross-sell or referral (flag only)

E. Escalation & Boundaries

• Escalate all credit, pricing, or lender questions to the broker

• Never provide opinions, advice, or recommendations

• Follow escalation rules strictly

4. What This Role Does NOT Do (Critical)

• Provide credit advice

• Recommend lenders or products

• Discuss rates, approval likelihood, or policy interpretation

• Submit applications

• Communicate on behalf of the broker without approval

5. Required Skills & Competencies

Essential

• Clear spoken and written English

• Strong communication and follow-up skills

• High attention to detail

• Ability to follow scripts, SOPs, and checklists

• Comfortable working with systems and structured processes

Preferred

• Experience in customer service or coordination roles

• CRM or admin experience

• Financial services exposure (not mandatory)

6. Behavioural Expectations

• Confidentiality-first mindset

• Process discipline over improvisation

• Willingness to be reviewed and corrected

• Calm, professional tone with clients

• Long-term commitment mindset

7. Training & Certification Requirements

• Mandatory completion of:

o Induction & confidentiality training (Level 0)

o Process literacy certification (Level 1)

o Supervised task execution (Level 2)

• No independent work permitted until certified

8. Performance Measures (High-Level)

• Timeliness of client responses

• Accuracy of CRM records

• Document follow-up effectiveness

• QA feedback results

• Compliance with scripts and boundaries

9. Confidentiality & Data Handling

This role requires access to sensitive client information.

Strict adherence to confidentiality, data security, and access rules is mandatory at all times.