CG - Client Experience Specialist 006-00254

Looking for Filipino (Philippines-based) candidates

Job Role : Client Experience Specialist

Engagement Type : EOR (Employee of Record)

Work Schedule : This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday Philippines Time)

Salary range : Up to AUD $2,700 per month / AUD $32,400 per annum (negotiable for exceptional candidate)

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be hired by the client as a full-time employee with an expectation of exclusivity (not working for other companies). We are not an outsourcing agency. All of our roles are 100% remote so youll be able to work from home.

Who The Client Is:

Is a premium debt advisory firm specializing in strategic financial solutions for professional service firms and their high-value clients. Operating under our "Expect More" philosophy, we deliver comprehensive debt structuring and advisory services that go far beyond traditional transactional lending. As a rapidly scaling firm managing $216M+ in annual settlements and targeting $500M+, we combine sophisticated financial expertise with systematic processes to create exceptional client outcomes.

Role Overview:

The Client Experience Specialist role is central to that growth. As deal volume increases and our partnership network expands, we need a dedicated person who owns the client experience from first contact through to long-term relationship management — freeing our strategists to focus on what they do best.

The infrastructure for this role is fully built and ready to go. Process documentation, automated task queues, branded email templates, AI-assisted workflow tools, training recordings, and a structured onboarding programme are all in place. The right candidate will have everything they need to be productive from day one.

Key Responsibilities:

Stream 1 — New Deal Support

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 clients 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

Stream 2 — Post-Settlement Client Relationships

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

Additional Responsibilities

• 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

4. Technology & Systems Environment

This is a technology-forward role. The successful candidate does not need to be a developer, but they must be comfortable working within structured digital systems every day and genuinely enjoy using technology to work more efficiently. The client is a cutting-edge operation with high standards — if that excites you, this is the role.

Our tech stack is constantly evolving — that is the nature of a growing business committed to continuous improvement. Tools will change, processes will be refined, and new systems will be introduced. We will always provide training and support when things change, but the right person thrives in that environment rather than resisting it. They see each improvement as making their job easier, not as another thing to learn.

The key point: The client has invested heavily in building systems and tools that make this role efficient. The right person sees structured systems as an advantage, not a constraint. They follow the process because they understand it produces better outcomes than ad hoc approaches.

Requirements

Required Skills and Qualifications:

Non-Negotiables

• 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 clients 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.

Ideal Background

• 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

Work Arrangement & Expectations:

This is a remote role that will be set up via an Employer of Record (EOR) service.

To ensure alignment and transparency, successful candidates will be expected to:

• Be available for meetings and collaboration during core [AEST or PHT] business hours
• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile