Senior Client Services Manager

One day per week working from home (office preferred for collaboration)

Structured onboarding and strong back-office support

High-quality referral flow from a partnered financial planning business

Supportive leadership and direct mentorship from an experienced director

A values-driven, performance-focused team environment

About the Opportunity
Mortgage Box is seeking a skilled and experienced Senior Client Services Manager to take ownership of loan processing and client service, allowing the broker to focus on front-end growth and relationship management. This is a pivotal role that will be supported by a Virtual Assistant who will manage administrative tasks such as packaging and follow-up.

As the business grows, this role is expected to evolve into a more strategic and autonomous position, with the successful candidate taking responsibility for managing escalations, improving systems, and enhancing the client journey.

Key Responsibilities

Manage end-to-end deal packaging, including valuations, pricing, lodgement, and tracking through to settlement

Act as the key contact for lenders and clients throughout the loan process

Coordinate with the VA on document collection, packaging, and post-settlement care

Identify and resolve delays, issues, or escalations

Work closely with the onboarding officer to ensure seamless client handovers

Mentor and guide the VA to grow their responsibilities within the process

Maintain a high standard of communication, service, and client satisfaction

About You:

Experience mentoring junior staff or virtual assistants

Exposure to financial planning-integrated environments

Long-term career interest in broking or financial services operations

Minimum of 3 years' experience in a residential lending CSM or Client Associate role

Strong understanding of loan structures, credit policy, valuations, and pricing

Proven ability to manage files independently from submission through to settlement

Proactive, solutions-focused approach with excellent organisational skills

Professional communication style with a client-first mindset

Able to operate in a fast-paced, high-performance environment with minimal oversight

Proficiency with mortgage CRM systems and Microsoft Office Suite required

Experience with Xplan highly regarded

Must have permanent Australian work rights

Must be able to pass National Police Check

Relevant tertiary qualification in Business, Finance or related field

About Mortgage Box
Mortgage Box is a growing, client-focused brokerage based in Murarrie, known for delivering tailored lending solutions and exceptional service. With strong referral flows from our financial planning partner and a commitment to operational excellence, we offer a high-performance environment where experienced professionals are empowered to make an impact. Led by a hands-on director, the business values collaboration, accountability, and continuous improvement.

If you are ready to take the next step in your lending career and join a growing, dynamic team, we encourage you to apply today.

Salary match Number of applicants Skills match

Your application will include the following questions:Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a client services manager? Do you have experience in a role which requires relationship management experience? Do you have a current Police Check (National Police Certificate) for employment? Which of the following Microsoft Office products are you experienced with? Do you have experience in administration? Do you have customer service experience?

We've been helping people into homes for two decades.

Founded in 1995 by Sam White, Loan Market is a member of the White Family Group of Companies.

The business rapidly grew through the 90's and by 2001 the company's loan book reached $1 billion. In 2003, the Loan Market brand was launched and the company had over 200 brokers throughout Australia. By 2014 our brokers had secured over $47 billion of home loans for thousands of Australians. Today, Loan Market has cemented itself as one of the largest mortgage brokers in Australia.

Over the past decade, Loan Market has expanded into New Zealand growing our network to over 1,000 brokers internationally.

Source: This is an extract from the company's own website.

We've been helping people into homes for two decades.

Founded in 1995 by Sam White, Loan Market is a member of the White Family Group of Companies.

The business rapidly grew through the 90's and by 2001 the company's loan book reached $1 billion. In 2003, the Loan Market brand was launched and the company had over 200 brokers throughout Australia. By 2014 our brokers had secured over $47 billion of home loans for thousands of Australians. Today, Loan Market has cemented itself as one of the largest mortgage brokers in Australia.

Over the past decade, Loan Market has expanded into New Zealand growing our network to over 1,000 brokers internationally.

Source: This is an extract from the company's own website.

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