Client & Customer Experience Manager

Loan Market; Ipswich City; On-site; AUD 70,000 - 80,000; Full time

Benefits offered by this job

Daily mentorship

In-office team culture

Broad lender panel exposure

Career development

Weekday hours

Salary package

Job summary

Loan Market Group is seeking an experienced Client Services Manager / Broker Support Specialist to join our in-office team in Ipswich. You will manage client files from lodgement through settlement and support senior brokers with credit policy and lender submissions.

The role offers daily mentorship, a collaborative office culture, exposure to 90+ lenders, a clear career trajectory, Monday–Friday hours, and a competitive base salary of 70,000–80,000 AUD plus super.

Qualifications

• 1–2+ years in mortgage broker support or loan processing.
• Solid understanding of residential mortgage documentation.
• Experience with broker CRM software and AOL is valued.
• Strong attention to compliance documentation and data entry.

Responsibilities

• Package and lodge applications via broker CRM and AOL.
• Manage the client file pipeline to keep approvals moving.
• Assist with policy lookups and product research.
• Provide clear, proactive client communication.
• Maintain file compliance and improve office workflows.

Skills

Attention to detail

Communication skills

Team collaboration

Mortgage/loan processing knowledge

Tools

ApplyOnline (AOL)

Broker CRM software

Job description

About the Opportunity

Step away from rigid banking hierarchies and isolated remote desks into an energetic, collaborative local brokerage where your work is seen, respected, and directly impacts outcomes.

We are an established, high-volume mortgage and finance brokerage affiliated with Loan Market Group. Guided by our clear mantra client first, always we are experiencing strong, steady growth across the Ipswich and Western corridor.

Due to this continued demand, we are looking for an experienced, detail-focused Client Services Manager / Broker Support Specialist to join our tight-knit in-office team. If you have a foundation in retail banking, mortgage operations, or credit assessment and want to master broker-side lending with genuine daily mentorship, this is the ideal opportunity for you.

What We Offer (Why You’ll Value This Role)

• True Daily Mentorship: Work side-by-side with senior leaders holding 35+ years of combined finance experience. You will never be left guessing, you'll receive direct guidance on credit policy, complex deal packaging, and multi-lender structuring.
• Supportive In-Office Team Culture: Enjoy working from a dedicated, modern office where answers happen across the desk, collaboration is constant, and file approvals are celebrated together.
• Broad Market & Product Exposure: Move beyond single-bank policy constraints. Gain hands-on experience across a 90+ lender panel covering residential purchases, land & construction finance, commercial deals, and self-employed lending.
• Clear Career Trajectory: Whether your long-term goal is stepping up into a senior operations specialist role or transitioning into your own broker seat, we actively invest in your professional development.
• Predictable Balance: Dedicated Monday to Friday business hours with zero weekend commitments.
• Competitive Package: A solid, dependable base salary of $70,000 - $80,000 + Super

What the Role Involves (Day-to-Day)

As our Client Services Manager, you will serve as the operational engine of the office, managing client files seamlessly from initial lodgement through to settlement:

• Packaging & Lodgement: Collate client verification documents, review living expenses and serviceability, assemble compliant credit files, and lodge applications via broker CRM and lender portals (ApplyOnline).
• Pipeline Management: Drive proactive communication with credit assessors, BDMs, solicitors, conveyancers, and lenders to keep approvals and settlements moving smoothly.
• Policy & Scenario Problem Solving: Assist senior brokers with policy lookups, product research, and troubleshooting conditional approval requirements.
• Client Care: Keep borrowers reassured, informed, and updated with clear communication at every key milestone.
• Compliance & Workflow: Maintain file compliance and suggest practical ideas to keep office operations running smoothly and efficiently.

What You Need to Be Successful

• Relevant Industry Experience: 1-2+ years within mortgage broker support, loan processing, retail banking lending, or credit assessment.
• Solid Credit Fundamentals: Good understanding of residential mortgage documentation, living expense verification, and lender submission processes.
• Software Familiarity: Prior experience with broker CRM software and ApplyOnline (AOL) is highly regarded.
• High Attention to Detail: Exceptional precision in compliance documentation, data entry, and file verification.
• Strong Communication Skills: Confident, professional verbal and written communication when liaising with clients and industry partners.
• Collaborative Mindset: A dependable team player who thrives in a shared office environment and takes pride in delivering exceptional client experiences.

About the Company

We are a trusted, high-volume brokerage affiliated with Loan Market Group. We are a fast-paced and growing mortgage and finance brokerage with a clear mantra: client first, always.

Built entirely on genuine client relationships, quality advice, and local community trust, our office environment is supportive and transparent without the corporate politics or red tape found in big banks. We invest heavily in our people, providing the resources, systems, and hands-on guidance necessary for everyone on the team to succeed.