Customer Service Manager

Healthy base salary + super | Career progression | Established national network

We’re looking for an experienced Customer Service Manager to join our growing mortgage broking business within the Loan Market network opening in Pakenham.

This is an opportunity for an experienced lending professional who already understands the mortgage process and is ready to take the next step in their career. While the immediate focus will be supporting our brokers and managing applications from submission through to settlement, our goal is to develop the right person into a confident end-to-end Mortgage Broker.

You’ll be joining a busy, technology-driven brokerage where accuracy, attention to detail, compliance and exceptional client service are central to how we operate.

Working closely with our Mortgage Brokers, you’ll take ownership of the loan process and help ensure every application is accurate, compliant, well-presented and progressed efficiently.

Your responsibilities will include:

• Preparing and packaging high-quality residential and commercial loan applications

• Managing applications from submission through to unconditional approval and settlement

• Reviewing and verifying client financial information and supporting documentation

• Assessing PAYG and self-employed income, including tax returns, financial statements, profit & loss statements and balance sheets

• Understanding company and trust structures and identifying relevant add-backs and non-cash expenses

• Liaising directly with clients, lenders, valuers and other stakeholders

• Managing valuations, conditional approvals, outstanding requirements, formal approvals and settlements

• Maintaining accurate client records, compliance documentation and file notes

• Ensuring applications meet relevant NCCP, Best Interests Duty and Loan Market Group compliance requirements

• Maintaining a strong working knowledge of lender policies, products and servicing requirements

• Providing a consistently high level of communication throughout the client journey

• Supporting our brokers in delivering an efficient and professional client experience

Technology is an important part of how we operate, and we’re looking for someone who is confident using technology and comfortable working across multiple systems.

Experience with Salesforce and Loan Market’s MyCRM is highly desirable, as is previous experience working within the Loan Market Group network.

You should be comfortable learning new systems, maintaining accurate CRM data and using technology to improve efficiency, communication and the overall client experience.

To be successful in this role, you’ll ideally have:

• 2–3+ years of mortgage processing or Customer Service Manager experience

• Strong knowledge of the end-to-end residential lending process

• Experience with commercial lending will be highly regarded

• A sound understanding of Australian lenders, policies and lending requirements

• Experience assessing PAYG and self-employed applications

• Excellent attention to detail and a strong understanding of compliance

• Strong communication and relationship management skills

• Confidence with technology and CRM systems

• Salesforce and MyCRM experience preferred

• The ability to manage multiple applications and competing priorities

• A proactive approach – you identify what needs to happen next rather than waiting to be asked

Most importantly, we’re looking for someone who takes genuine ownership of their work. Our clients trust us with some of the biggest financial decisions they’ll make, so accuracy, communication and attention to detail matter.

For the right person, we see this position as a pathway rather than a destination.

If your goal is to become a Mortgage Broker, we’ll provide the opportunity to develop your skills beyond loan processing and gradually build your capability across the complete lending journey.

You’ll work alongside experienced brokers, gain exposure to a broad range of residential and commercial scenarios and develop your knowledge of strategy, lender selection, client interviews, structuring and end-to-end advice.

As your experience and capability develop, there will be genuine opportunity to progress into an end-to-end Mortgage Broker role.

• Healthy base salary + superannuation

• Genuine pathway from CSM to Mortgage Broker

• Part of the established Loan Market network

• Exposure to both residential and commercial lending

• Work alongside experienced mortgage professionals

• Modern, technology-focused working environment

• Ongoing training, mentoring and professional development

• A growing business where strong performers have the opportunity to progress

• A team that values quality, accountability, attention to detail and great client outcomes

If you’re an experienced CSM or lending professional who knows the mortgage process, embraces technology and is ready to develop into an end-to-end Mortgage Broker, we’d love to hear from you.