Brokerage & Co is a leading, technology-driven mortgage brokerage committed to an outstanding client experience, guided by one of Australia's premier mortgage brokers.
We are looking for an empathetic, highly organized, and solution-focused Customer Success Manager to join our team. While we work flexibly/remotely, this role acts as the heartbeat of our client operations, ensuring that every borrower feels supported, informed, and confident. This is a unique opportunity to take ownership of the client lifecycle, turning a typically stressful financial process into a seamless, educational, and high‑touch experience.
You will serve as the primary client conduit, responsible not only for end‑to‑end communication during the loan process but for providing the technical guidance and ongoing support that builds lifelong trust and referrals.
Key Responsibilities
1. Client Journey & Deal Management (Pre, During & Post)
You will manage the full lifecycle of the client experience, ensuring accuracy, clarity, and a premium "white‑glove" standard of service.
Pre‑Submission & Onboarding
* Take ownership of clients immediately after the Broker's strategy session.
* Guide them through our tech portal, ensuring documents are collected accurately and explaining requirements in simple, friendly language.
Active Application Support
* Serve as the client's point of contact while the application is with the lender.
* Provide proactive updates on progress, manage expectations around timeframes, and translate lender terminology into plain English.
Settlement Coordination
* Liaise with conveyancers, lenders, and internal teams to ensure all conditions are met and settlement deadlines are achieved.
* Remove stress for the client by keeping them informed and prepared at every milestone.
Post‑Settlement Care
* Support clients after settlement with first repayment check‑ins, internet banking assistance, and general onboarding to their new loan.
* Schedule annual reviews to ensure clients remain engaged and supported long‑term.
Quality Control
* Review client data and documentation before files move to the processing team, ensuring accuracy and alignment with the Broker's instructions.
* Maintain a strict "right first time" standard to reduce delays and prevent rework.
2. Information Review, Accuracy Support & Client Guidance
You will keep clients calm, informed, and confident throughout the journey by reviewing information, simplifying processes, and supporting them without providing credit advice.
Document & Information Review
* Check all client documents for completeness, correctness, and consistency.
* Identify missing or incorrect items and communicate requirements clearly and professionally.
* Finalise the file for smooth handover to processing.
Process Guidance
* Explain the meaning of each step in the loan process (e.g. valuation, conditional approval, settlement booking) in simple terms.
* Break down the Broker's instructions into clear, easy‑to‑follow actions for the client.
Client Support & Expectation Management
* Answer day‑to‑day client questions regarding timelines, paperwork, milestones, and lender processes.
* Proactively manage expectations to prevent stress or confusion.
* Identify emerging issues early (e.g. tight deadlines or document delays) and escalates when needed.
Tech & Portal Assistance
* Assist clients with uploading documents, completing tasks, and navigating our digital systems.
* Troubleshoot basic portal or banking tech issues to ensure a smooth experience.
Quality, Feedback & Continuous Improvement
* Track client feedback, sentiment, and recurring questions to identify potential improvements.
* Suggest updates to templates, scripts, or workflows to enhance clarity and reduce repetitive enquiries.
Relationship Nurturing
* Build long‑term trust through calm, consistent, and empathetic communication.
* Naturally generate positive reviews and referrals by delivering a seamless, stress‑free client experience.
Candidate Profile & Requirements
The successful candidate will have the following skillset:
* Proven Experience: Demonstrated experience in the mortgage broking or lending industry (as a CSM, Loan Processor, or Junior Broker) with a strong grasp of the credit lifecycle.
* Lending Literacy: You don't just send emails; you understand the mechanics of a loan. You can read a credit policy, and explain a "discharge authority" without Googling it.
* Financial Translator: A unique ability to take "bank jargon" and policy requirements and make them understandable and manageable for the average Australian home buyer.
* High‑Touch Communication: Strong verbal and written communication skills. You are comfortable jumping on a call to calm a nervous first‑home buyer or drafting a professional email to a solicitor.
* Organisation: Ability to manage a high volume of active files, meet strict finance dates, and juggle multiple client queries simultaneously without dropping the ball.
* Tech‑Savvy: You are comfortable or willing to utilise modern CRM platforms (e.g., Salesforce, HubSpot, BrokerEngine) and enjoy using technology to create efficiency.
Salary, Benefits and Perks
* Generous salary + super
* Flexible work environment and hours
* Employee wellness benefits: Including gym memberships.
* Subsidised mobile phone & internet: Essential for a high‑touch communication role.
* Laptop & Tech Gear: Access to the newest finance technology and best‑in‑class CRM tools at your fingertips.
* Ideal office locations: City fringe urban hubs with transport options.
* Access to employee discount program: Major retailers, restaurants, utilities, experiences and more.
* Flexible public holiday swap option: Swap up to 2 public holidays a year for those that are more meaningful to you.
#J-18808-Ljbffr