HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”
The Administration & Client Care Coordinator is responsible for supporting the conveyancing team through proactive client communication, file administration, workflow management, and ongoing relationship nurturing. This role plays a critical part in ensuring clients receive exceptional service throughout their conveyancing journey while maintaining efficient internal processes and supporting business growth initiatives.
The role requires strong attention to detail, excellent communication skills, time management, and the ability to follow systems and procedures accurately.
Client Communication & Relationship Management
- Send initial onboarding communications to new clients
- Send letters of engagement and first follow-up communications
- Conduct one-month client check-ins
- Conduct six-month client follow-up touch points
- Send “Settlement Coming” reminder communications to clients
- Send general advice and educational text messages to clients
- Send “Fun Facts” educational texts and updates
- Send Seller’s Disclosure information and follow-up texts
- Send review request text messages following settlement
- Follow up with clients during file opening stages
- Maintain warm and professional client relationships throughout the transaction process
File & Administration Support
- Order title insurance where required
- Prepare and send client quote information including promotional offers
- Send Seller’s Disclosure brochures and information packs
- Send Sunstate Conveyancing booklets and welcome materials
- Ensure all onboarding documentation is completed accurately
- Maintain accurate file notes and CRM updates
- ADHOC duties as required
- Assist with monitoring file progression and workflow timelines
- Coordinate with virtual assistants and support staff regarding client communication tasks
Marketing & Client Engagement Support
- Send “Conveyancing Fun Facts” communications to clients and referral partners
- Assist with review generation and client retention strategies
- Support marketing campaigns and promotional offers
- Assist with maintaining referral partner engagement through consistent communication
Suggested Additional Responsibilities
To strengthen the role further, consider adding:
Compliance & Quality Control
- Ensure required compliance documents are received
- Check client identification documentation has been uploaded
- Monitor workflow tasks to ensure deadlines are met
- Assist with maintaining accurate client records
- Team Support
- Assist conveyancers with overflow administration, including Pleasesign duties
- Escalate urgent client concerns appropriately
- Provide support during high-volume settlement periods
- Assist with process improvement suggestions
Skills & Experience Required
- Previous administration or customer service experience preferred
- Excellent written and verbal communication skills
- Strong organisational and time management abilities
- High attention to detail
- Ability to multitask in a fast-paced environment
- Experience with CRM systems or legal software advantageous
HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.
