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Client Services Manager

3 weeks ago

Wollongong, New South Wales, Australia Illawarra Mercury Full time

Client Services Manager Our client, leading Mortgage Brokerage is looking for a Post Settlement Client Services Manager to champion client care beyond the transaction.
This is a relationship focused role where your mission is to retain and nurture our existing clients through exceptional service, thoughtful follow-up, and proactive solutions.
Your focus will be ensuring clients continue to feel supported, informed, and valued long after settlement - whether it's reviewing rates, guiding them through loan transitions, or helping with day-to-day queries.
You're not here to sell, you're here to serve - and that's exactly how we build loyalty and referrals.
Experience in mortgage broking or financial services is ideal, but not essential if you have strong client service and relationship management experience – READ ON Key Responsibilities (85% of your role)
Annual Client Reviews
Call existing clients to review their loan(s), request rate discounts from lenders, and ensure their setup still suits their needs.
Fixed/Interest-Only Expiry Check-Ins
Contact clients approximately 90 days before their loan terms expire to guide them through next steps.
General Post-Settlement Support
Assist with construction loan progress payments, offset account queries, interest calculation questions, and general support needs.
What Success Looks Like
Clients feel cared for and supported - so much so that they stay with us and refer others.
You anticipate problems and solve them before the client even needs to ask.
Our team and clients describe you as proactive, reliable, and a true embodiment of our values.
Our CRM is clean, and your workflow is self-managed, with follow-ups done before you're asked.
Ideal Candidate: Who You Are This is not a transactional role.
It's about building trust, rapport, and genuine client loyalty.
You are:
A people person on the phone – You know how to listen, connect, and communicate with warmth and clarity.
Highly organised – You don't need reminders to follow up.
You use lists, workflows, and systems to stay on top of things.
A natural problem solver – You spot issues, find answers, and resolve problems without needing to escalate everything.
Accountable – You respond to client emails and calls promptly (by COB), and you keep people in the loop even when there's no news.
Team-oriented – You live our values, care about your colleagues, and represent our brand with pride.
Why Join Our Client
Wellbeing First – 4 wellness days annually + your birthday off (after probation)
Continuous Development – Annual team conference, ongoing training, and personal development plans
Career Progression – Clear pathways to move into Credit/Parabroker roles for those who show initiative and aptitude
Recognition – Open to performance bonuses and early reviews for high achievers
Supportive Culture – You'll be joining a team that genuinely cares about our clients and each other APPLY TODAY for a confidential career discussion.
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