Client Experience Lead: Lending & Settlements

Acworth Recruitment; Brisbane; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work option

Competitive salary

Exposure to AI and automation projects

Collaborative team environment

Career growth opportunities

Job summary

SW Brokerage (SWB) is a team of finance specialists backed by 60+ lenders, delivering tailored home, business and specialist lending solutions. We seek a Client Manager / Lending Support Coordinator to enhance client experience, coordinate settlements and support growth across the team.

You’ll work with directors, brokers and offshore staff to keep settlements moving, maintain records, and identify efficiencies using AI and automation to improve the client journey.

Qualifications

• Strong client service and relationship management skills.
• Excellent organisation and coordination abilities.
• Clear and confident communication with clients, brokers and internal teams.
• Proactive follow-up on outstanding tasks and progress.
• Attention to detail and accurate record-keeping.
• Familiarity with CRM/workflow tools; MyCRM and Monday.com are advantageous.
• Interest in AI, automation and improving business processes.

Responsibilities

• Coordinate the end-to-end settlement process with clients, brokers and stakeholders.
• Build and maintain strong client relationships to support retention after settlement.
• Coordinate client retention activities including follow-ups and AI-assisted communications.
• Liaise with clients, lenders, referral partners, brokers and offshore support staff to progress activities.
• Support directors and brokers with day-to-day coordination, administration and follow-up.
• Work with offshore support to maintain consistent service standards and workflows.
• Maintain accurate client records, notes, tasks and settlement details in MyCRM.
• Utilise MyCRM and Monday.com to manage workflows and improve visibility.
• Monitor settlement activity and reporting for performance.

Skills

Client relationship management

Organisation & coordination

Communication skills

Attention to detail

Proactive task follow-up

Tech affinity / AI interest

Tools

MyCRM

Monday.com

Job description

SW Brokerage (SWB) is a team of finance specialists backed by 60+ lenders, delivering tailored home, business and specialist lending solutions. We seek a Client Manager / Lending Support Coordinator to enhance client experience, coordinate settlements and support growth across the team.

You’ll work with directors, brokers and offshore staff to keep settlements moving, maintain records, and identify efficiencies using AI and automation to improve the client journey.