AU Mortgage Operations Lead – Client Service Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• **Overall purpose and responsibilities of the role:**

• The Client Service Manager will oversee client operations and play a pivotal role in the integration of AI and technology throughout the organization.

• This is a genuine CSM role. You will manage client interactions, support brokers, liaise with lenders, process documentation, and ensure the progress of deals from inquiry to settlement. The operational tasks are real and pressing, and we seek someone who excels in this area. What sets this apart is our direction. The company is actively developing AI systems and tools to enhance our operations, making them faster, more accurate, and scalable. We want someone who is not just willing to utilize new tools but is truly motivated to influence their adoption. Your frontline experience will help us determine where automation can assist and where it may not be effective. You will identify opportunities, test new capabilities, provide feedback that directly impacts development, and help us define what exceptional AI-assisted mortgage operations look like.

• The role will change and develop quickly. Expect to see less manual processing, more oversight of automated workflows, and increased involvement in system design and enhancements. The pace of this evolution will partly depend on you.

• **Duties and Responsibilities:**

• Manage client communications from start to finish: initial inquiries, document collection, application updates, lender follow-ups, and settlement coordination.

• Support brokers in complex situations involving trusts, self-employed income, foreign income, multiple properties, and unique lender credit policies.

• Collaborate directly with Australian clients and work alongside our brokers. You should be confident, articulate, and comfortable working at a fast pace.

• Process and review loan documentation, manage conditional approval requirements, and coordinate with lenders.

• Ensure deals are tracked through the pipeline from lead to settlement, ensuring nothing falls through the cracks.

• Manage escalations and exceptions, handling the intricacies that do not conform to standard processes.

• Work directly with lenders, brokers, and clients (including making outbound calls) to drive applications to completion.

• Utilize both internal proprietary systems and LMG platforms (e.g., MyCRM) to manage and advance deals.

• Actively engage in weekly, monthly, and quarterly alignment meetings.

• Take ownership of deal progression in a dynamic, early-stage environment with evolving processes.

• **Technology and AI Adoption**

• Actively participate in the adoption of new tools and AI capabilities as they become available.

• Test and ensure the quality of AI-assisted outputs: client-facing messages, document classifications, lender product matching, and compliance checks.

• Identify where automation functions effectively and where it encounters challenges. Provide clear examples and context as feedback to the team.

• Assist in documenting processes and workflows, creating both operational playbooks and inputs for improved systems.

• Bring insights that can only be gained from daily operational experience. You will recognize failure modes and opportunities earlier than others.

• Provide structured feedback to enhance AI-driven workflows based on practical operational experience.

• Support the ongoing transition from manual processing to more client-facing work as automation continues to improve.

⛳️ Requirements

• **Must-Haves**

• Over 5 years of experience in client service, operations, or loan processing within mortgage broking, lending, or financial services.

• Familiarity with mortgage aggregator software and lodgement systems such as CRMs and ApplyOnline.

• Direct experience working with Australian clients, understanding the communication style and cultural context.

• Strong knowledge of the Australian mortgage process, including serviceability, lender policies, document requirements, conditional approvals, and settlement workflows.

• Highly comfortable with technology. While you don’t need to be a software developer, you should be the type of person who quickly learns new tools, finds ways to leverage them proactively, and remains unfazed by changes in the toolset. We will provide training for specific gaps, but a baseline comfort and curiosity are essential.

• Exceptional written and verbal English skills. Professional communication must be clear, polished, and natural.

• Available to work AEST/AEDT hours from the Philippines.

• Strong process-oriented and systems-thinking mindset, with a proven ability to identify efficiencies or enhancements.

• Ability to function at a senior level with high ownership in a lean, early-stage environment.

• Comfortable balancing client-facing responsibilities with initiatives for process improvement.

• **Nice-to-Haves**

• None of these are mandatory, but any of them would catch our attention.

• Experience with LMG systems (MyCRM, ApplyOnline, and the broader LMG platform).

• Familiarity with AI tools (ChatGPT, Claude, or similar) for productivity rather than mere experimentation.

• A history of enhancing systems or processes beyond the expectations of your job description.

• Experience in startups or early-stage environments.

• Exposure to proprietary or non-standard mortgage processing systems.

• A record of high performance or functioning as a senior individual contributor.

🏝️ Benefits

• Opportunities for professional growth and development.

• Collaborative and innovative work environment.

• Competitive compensation and benefits package.

• Access to cutting-edge technology and tools.

• Flexibility in working hours and remote work opportunities.