The Client Service Manager is a critical operational role within our Sales & Distribution team. You will act as the backbone of our broking operation, structuring and packaging deals, managing client communication, coordinating with our offshore support team in Nepal, and leveraging AI-powered tools to drive efficiency and quality across the loan lifecycle. This is a fast-moving role that requires genuine lending expertise, strong organisational instincts, and a client-first mindset.
Key Responsibilities Deal Structuring & Packaging
- Review and assess client financial positions to support brokers in structuring consumer and commercial loan applications.
- Prepare complete, lender-ready loan packages including supporting documentation, credit narratives, and deal summaries.
- Identify the most appropriate lender and product for each scenario based on policy knowledge and client circumstances.
- Conduct preliminary credit assessment and flag risk or policy exceptions prior to submission.
- Ensure all submissions meet lender requirements and are lodged accurately through the aggregator platform (Finsure).
Client Communication & Relationship Management
- Serve as the primary point of contact for clients throughout the application process, from initial engagement through to settlement.
- Provide clear, professional, and timely updates to clients on application status, outstanding requirements, and next steps.
- Manage client expectations through conditional approval, valuation, and unconditional approval stages.
- Respond to client enquiries with accuracy, warmth, and urgency, reflecting the FRONT Financial brand.
- Maintain and update client records accurately within CRM systems (HubSpot).
Offshore Team Coordination
- Delegate clearly scoped tasks to the offshore team (Nev) including document collection, data entry, application preparation, and follow‐up activities.
- Provide precise briefs, templates, and checklists to ensure offshore output meets quality and compliance standards.
- Review and quality‐check work produced by the offshore team before submission or client‐facing use.
- Act as a consistent communication bridge between the onshore broker team and offshore staff.
- Actively use AI‐powered tools (including Claude and other platforms) to draft credit narratives, summarise financials, prepare client communications, and streamline repetitive tasks.
- Identify opportunities to automate or improve workflows using technology, and work with operations to implement improvements.
- Maintain proficiency with the business's core systems: Finsure aggregator platform, HubSpot CRM, Asana, and Lodge & Track workbook.
- Champion a technology‐forward mindset across the team, sharing tools and shortcuts that drive quality and efficiency.
Compliance & Quality Control
- Ensure all client files and loan submissions meet NCCP, responsible lending, and Finsure aggregator compliance requirements.
- Maintain accurate and complete file documentation for audit and review purposes.
- Flag any compliance concerns to the relevant broker or the Operations Manager promptly.
- Support the implementation and adherence to internal processes and SOPs as they evolve.
Skills & Experience Required
- Minimum 3 years' experience in consumer and/or commercial lending and mortgage broking, either as a broker, credit analyst, or client‐facing lending role.
- Strong working knowledge of the Australian residential and/or commercial lending landscape, lender policies, and loan structures.
- Demonstrated ability to package and prepare lender‐ready loan submissions independently.
- Excellent written and verbal communication skills, confident corresponding with clients, lenders, and internal stakeholders.
- Experience coordinating work across teams, including remote or offshore team members.
- Comfortable using and learning technology platforms; genuine interest in AI‐powered productivity tools.
- High attention to detail with a quality‐first approach to all output.
- Strong organisational skills and ability to manage multiple deals simultaneously without dropping the ball.
- Certificate IV in Finance & Mortgage Broking (or equivalent), or working towards.
- Prior experience working within a Finsure‐aggregated brokerage.
- Familiarity with HubSpot CRM, Asana, or similar project management platforms.
- Experience working with an offshore operations or support team.
- Exposure to AI tools such as Claude, ChatGPT, or similar in a professional workflow context.
What We Offer
- A dynamic, fast‐growing brokerage with genuine opportunities to grow into senior operational leadership.
- A collaborative team culture, onshore in Sydney and offshore in Nepal, that values clear communication and initiative.
- Access to cutting‐edge AI and operational tools to help you work smarter.
- Competitive salary commensurate with experience.
- 4 extra annual leave days a year, our wellbeing days
