Client Service Manager (Australian Mortgage)
New
M
Manila RecruitmentAustralian Mortgage Broker
Philippines, AEST/AEDTFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years
- Required Skills
- CRM
Requirements
- 5+ years in client service, operations, or loan processing within mortgage broking, lending, or financial services
- Experience with mortgage aggregator software and lodgement systems such as CRMs and ApplyOnline
- Direct experience working with Australian clients
- Strong knowledge of the Australian mortgage process: serviceability, lender policies, document requirements, conditional approvals, settlement workflows
- Very comfortable with technology, picking up new tools quickly
- Highly proficient written and verbal English for professional communication
- Available to work AEST/AEDT hours from the Philippines
- Strong process-oriented and systems-thinking mindset, with demonstrated ability to identify efficiencies or improvements
- Ability to operate at a senior level with high ownership in a lean, early-stage environment
- Comfortable balancing client-facing responsibilities with process improvement initiatives
Responsibilities
- Manage client communications end-to-end: initial enquiries, document collection, application updates, lender follow-ups, settlement coordination
- Support brokers across complex scenarios including trusts, self-employed income, foreign income, multiple properties, and unusual lender credit policies
- Work directly with Australian clients and alongside brokers, confidently and clearly
- Process and review loan documentation, manage conditional approval requirements, coordinate with lenders
- Track deals through the pipeline from lead to settlement
- Handle escalations and exceptions
- Coordinate directly with lenders, brokers, and clients (including outbound calls) to drive applications through to completion
- Utilize both internal proprietary systems and LMG platforms (e.g., MyCRM) to manage and progress deals
- Actively participate in adopting new tools and AI capabilities
- Test and quality-check AI-assisted outputs: client-facing messages, document classifications, lender product matching, compliance checks
- Identify where automation works well and where it breaks down, providing feedback to the team
- Help document processes and workflows for operational playbooks and system building
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