Client Services Manager

Summary

Join a high-performing mortgage broking business as a Client Services Manager, overseeing the entire home loan process from submission to settlement. You will be responsible for efficient process management, obstacle resolution, and maintaining clear communication with brokers and clients. This crucial role demands attention to detail, strong communication, and a proactive approach. You will manage all aspects of the loan journey, handle communications with various stakeholders, ensure accurate data entry, and maintain compliance. The position offers a competitive salary, flexible work arrangements, and professional development opportunities.

Requirements

• Experience in home loan processing, preferably in a broker support or client services role
• In-depth knowledge of lender systems, loan products, and compliance requirements
• Exceptional attention to detail and a strong sense of pride in delivering accurate work
• High emotional intelligence and empathy when interacting with clients and stakeholders
• Proficiency in CRM systems (especially MyCRM) and tech tools such as ApplyOnline and Excel
• Proactivity in identifying gaps, improving processes, and taking action to drive efficiency
• Ability to remain calm and focused under pressure, especially during settlement deadlines
• A collaborative team player, eager to contribute to a growing and supportive team environment
• A long-term mindset with a strong desire to grow and advance within the business
• Skilled in managing client objections with professionalism and tact
• Prompt and proactive in keeping clients, lawyers, and accountants informed and updated

Responsibilities

• Take full ownership of the entire loan journey, from document analysis through to post-submission, approval, and settlement
• Handle all communications with lenders, clients, brokers, solicitors, and agents, ensuring clarity and efficiency
• Ensure precise data entry in MyCRM and accurate completion of lender forms
• Stay informed on lender policies and SLAs, escalating any potential delays promptly
• Oversee the coordination of First Home Owner Grants (FHOG), valuations, pricing requests, and variations
• Manage post-settlement care, including conducting regular reviews and generating property reports
• Address any client objections or concerns with a calm, professional, and solution-focused approach
• Ensure full compliance with regulations, maintaining a clean and well-documented audit trail
• Continuously refine internal processes, improve documentation, and update client communication templates
• Keep track of tasks and provide regular updates to the broker/team on progress
• Deliver a top-tier customer experience that drives client satisfaction and strengthens referral opportunities

Preferred Qualifications

• Knowledgeable in NCCP regulations, ID verification, and KYC protocols
• Familiar with MyCRM and BDM networks for streamlined communication
• Experienced in organizing post-settlement reviews and identifying refinance triggers
• Previous success in improving workflows and automating repetitive tasks
• Insightful in spotting processes and systems that could be automated or streamlined for better efficiency

Benefits

• An exciting opportunity to work with largest and most progressive aggregator group across Australia and New Zealand supporting a community of over 6,000 brokers and advisers
• Offers one-month onsite paid training program, to help you get up to speed and excel in your role
• Flexible Work Set up: Work from Home or Hybrid or on-site
• Competitive salary package and annual performance review, monthly rewards and recognition program
• Opportunity to attend events and travel to Australia
• Chance to earn your CERT IV in Mortgage Broking and Finance, which could be a great way to upskill and advance your career
• Access to knowledge base tools, resource center and training library
• Access to a Financial Assistance Program through one of the leading FinTech Company in Philippines
• Earn as much as PHP 21,000 referral bonus - help a friend land a job and get rewarded
• Regular company-wide events, engagement activities, and a culture that values work-life balance
• Employee-wellbeing Office Facilities (Gym, Wellness Room, Childcare Facility, Entertainment Room, World-class Training Rooms)
• Cafeteria with affordable food concessionaire partners
• Complimentary coffee and ice cream every day
• Sleeping Quarters and Shower rooms for comfort and convenience