Client Service Manager

Client Services Manager (Settlements)

Location: Hybrid (Office located in Hawthorn East, Victoria)

Company: Zella Money

At Zella Money, we're redefining mortgage broking by making finance simple, transparent, and tailored to each client's needs. We're a passionate team of experts who genuinely care about delivering seamless service and empowering Australians to achieve their property goals.

We're looking for a Client Services Manager (Settlements) to join our team and play a key role in guiding clients through one of the most important parts of their financial journey — the settlement process. This role is all about delivering outstanding client experiences, ensuring every interaction is smooth, supportive, and solutions-focused. If you thrive in a fast-paced environment, love working with people, and take pride in creating calm during what can often feel like chaos, we'd love to hear from you.

About the Role

As a Client Services Manager (Settlements), you'll be the key touch point for clients once their loan is approved, making sure they feel supported and informed every step of the way through to settlement. You'll manage workflows with precision and care, liaising between clients, brokers, solicitors, and lenders to ensure every settlement runs smoothly and on time.

Beyond managing the day-to-day, you'll also be looking for opportunities to improve processes, champion best practice, and elevate the client experience across the board. This role is ideal for someone who loves both the detail of documentation and the bigger picture of client care.

Key Responsibilities:

• Act as the main point of contact for clients, brokers, solicitors, and lenders from post-approval to settlement, ensuring clear communication and a smooth process.
• Communicate with clients following their broker meeting, collecting information and documents, and providing updates throughout their journey.
• Review, verify, and prepare settlement documentation in line with lender, business, and regulatory requirements.
• Manage communication between clients, brokers, solicitors, and lenders to facilitate a seamless settlement experience.
• Manage priorities and coordinate with stakeholders to meet deadlines and deliver a high standard of service.
• Resolve settlement-related queries as an escalation point, maintaining a proactive and solution-focused approach.
• Support internal team workflows, helping brokers and clients stay on track with timelines and requirements.
• Identify and support improvements to processes, systems, and client experience.
• Collaborate with internal teams to keep workflows on track and aligned with client expectations.
• Develop and review customer service procedures to maintain compliance and service excellence.
• Liaise with service providers and internal departments to meet client needs and enhance satisfaction.
• Support after-settlement follow-ups and contribute to service improvement initiatives.
• Contribute to team projects, administrative support, and initiatives to continually improve client service delivery.

What We're Looking For:

• We're open to candidates from a variety of backgrounds, and while experience in settlements, lending, or client services within financial services is highly regarded, it's not the only thing we value. More importantly, we're looking for someone who brings:
• Strong communication skills — both written and verbal — with the ability to make complex processes feel simple and supportive.
• Exceptional organisational skills and the ability to manage multiple priorities at once.
• A proactive, solutions-focused mindset and a knack for problem-solving.
• Meticulous attention to detail when handling client documentation and settlement requirements.
• Confidence in building strong relationships with clients and external stakeholders.
• A genuine passion for helping people and creating positive, memorable client experiences.

To succeed in this role, you'll also need:

• At least 1 year of experience in a Client Service Manager, customer management, or similar role within the financial services industry
• Experience in lending, loan settlements, or a similar role within financial services with a strong understanding of the loan process from application to settlement.

Why Join Zella Money?

At Zella Money, you're not just joining a business, you're joining a supportive, growing team where your work has real impact. We value collaboration, celebrate wins together, and always put people first, our clients and our team alike.

We offer:

• A dynamic and team-oriented work culture where your contributions are recognised.
• Flexible working arrangements to support your lifestyle and balance.
• Ongoing training and professional development opportunities.
• The chance to be part of a growing brand that's making waves in the finance space.

Salary expectations for this role are in the range of $70,000 – $80,000 + super.

Apply Now

If this sounds like the perfect role for you, we'd love to hear from you. Please send your resume and cover letter to Victoria Devine at

To learn more about Zella Money and our team, follow us on Instagram @zellajourney or visit

Recruiters, please do not contact us.