Client Experience Specialist

Metro Manila
Permanent
Full-time

1 month ago
Apply easily

Looking for Filipino (Philippines-based) candidatesJob Role : Client Experience SpecialistEngagement 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 : 1600AUD - 2200 AUD / MonthlyWho 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 you'll be able to work from homeWho 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:We are seeking a highly trusted and autonomous Client Experience Specialist to enhance our front-end client service capabilities and deliver exceptional, frictionless customer experiences. You'll be instrumental in setting the right tone from the very first client interaction - approaching every customer touchpoint with a mindset of assistance and support to make their experience as smooth and effortless as possible. This role will systematically manage all post-settlement client relationships, pricing requests, and commercial referrals while reducing reliance on director-level involvement, allowing our leadership team to focus on strategic growth initiatives. This is an exciting opportunity to elevate our client experience standards and play a key role in scaling our premium service delivery model.Key Responsibilities:Client Relationship Management

Systematic post-settlement follow-up
Annual client reviews and rate comparisons
Proactive client satisfaction monitoring
Generate referrals through strategic outreach

Partner Communication

Update referral partners on client progress
Maintain partner relationships through systematic communication
Coordinate with partners throughout client journey
Ensure partners stay informed at key milestones

Revenue Optimization● Process pricing requests from existing clients● Identify repricing opportunities● Handle Marketplace commercial referrals● Track pricing submissions with lendersData & Systems Management● Maintain comprehensive HubSpot CRM records● Update settlement records within 24 hours● Ensure Broker Engine and HubSpot alignment● Create OneDrive folder structuresCustomer Support● Process and track Mystro requests to customers● Complete Mystro information via phone when required● Provide call support to Debt Advisers● Maintain frictionless customer experienceRequirementsRequired Skills and Qualifications:Communication Excellence● Fluent English - Professional business level written and verbal● Phone confidence - Comfortable collecting sensitive financial data● Client assistance mindset - Focus on frictionless customer experience● First impression excellence - Setting right tone from initial contact● Stakeholder communication - Professional interaction across all levelsTechnical Proficiency● Advanced HubSpot/CRM Experience - Data management, reporting, workflows● Broker Engine experience - Funding positions and loan structuring● Excel expertise - Complex calculations and financial modeling● Multi-platform data integrity - Consistent records across systems● Document management - OneDrive and electronic systemsFinancial Services Knowledge● Mortgage/banking understanding - Loan products, rates, refinancing● Confidential data handling - Collecting sensitive information over phone● Numerical accuracy - Error-free financial data management● Process adherence - Following complex procedures consistentlyPersonal Attributes● Client assistance mindset - Natural inclination to help and simplify● Exceptional attention to detail - Meticulous accuracy in all work● High autonomy - Independent operation with quality standards● Proactive problem-solving - Anticipating needs, removing friction● Follow-up excellence - Systematic approach ensuring nothing missedBusiness Impact Goals

Maintain 95%+ client retention through systematic follow-up
Contribute to 10%+ increase in client referral generation
Ensure data integrity across HubSpot and Broker Engine platforms
Reduce director involvement in routine client management tasks

Growth Opportunities

Service excellence specialization - Becoming client experience authority
Cross-functional training - Exposure to strategy and processing functions
Process improvement - Lead initiatives to enhance customer journey
Team leadership - Managing additional client experience staff as business grows
Technology optimization - Pioneer new tools for customer experience enhancement

Why This Role MattersImmediate Impact:● First point of contact setting tone for premium client experience● Direct revenue impact through repricing and commercial referrals● Data integrity guardian ensuring business intelligence accuracyStrategic Importance:

Key enabler of director time liberation for strategic focus
Foundation for scaling premium service delivery model
Critical support for business growth from $216M to $500M+ settlements

Career Growth:● Opportunity to define client experience excellence standards● Exposure to high-value clients and sophisticated transactions● Platform for advancement in growing premium financial services firmThis role combines client advocacy with operational excellence to create the frictionless experience that defines our premium positioning. You'll be instrumental in scaling our client experience capabilities while building a career in debt advisory services.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

Hunt St