AU Mortgage Operations Lead (Client Service Manager) - #3501

This is an exciting opportunity to join an early-stage, AI-driven mortgage brokerage and help set a new standard for client service and operational excellence while growing with a high-performing team.

Company Profile

Our client is a mortgage brokerage in Australia that's being built differently. They’re not a traditional brokerage that added some tech on top. They’re building the company from the ground up with AI and automation at the core of how they operate.

Their founding team has 19+ years of mortgage broking expertise and 22+ years of digital marketing and systems experience. They operate through LMG (Loan Market Group), Australia's largest aggregator, with access to 65+ lenders.

This isn’t their first time building a remote team in the Philippines. The founders previously built and scaled a tech business with a 30+ person team based in the PH and were building the new company with the same approach.

They’re early-stage. The platform and AI systems are actively being built. That's what makes this role exciting and demanding.

Overall purpose and responsibilities of the role

The Client Service Manager will run client operations and play a central role in how we adopt AI and technology across the business.

This is a real CSM role. You'll manage client communications, support brokers, coordinate with lenders, process documentation, and keep deals moving from enquiry through to settlement. The operational work is genuine and immediate, and we need someone who can do it well. What makes this different is where were headed. The company is actively building AI systems and tooling to make our operations faster, more accurate, and more scalable. We want someone who's excited by that. Not just willing to use new tools, but genuinely motivated to help shape how they're adopted. Your frontline experience is what tells us where automation will actually help and where it won’t. You'll be identifying opportunities, testing new capabilities, providing feedback that directly influences what gets built, and helping us figure out what great AI-assisted mortgage operations actually looks like.

The role will shift and evolve rapidly. Less manual processing, more oversight of automated workflows, more involvement in how systems are designed and improved. How fast that happens depends partly on you.

Duties and Responsibilities

Client Service Management

Manage client communications end-to-end: initial enquiries, document collection, application updates, lender follow-ups, settlement coordination

Support brokers across complex scenarios including trusts, self-employed income, foreign income, multiple properties, and unusual lender credit policies

Work directly with Australian clients and alongside our brokers. You need to be confident, clear, and comfortable working at pace

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

Track deals through the pipeline from lead to settlement. Nothing falls through the cracks

Handle escalations and exceptions. The messy stuff that doesn’t fit a standard process

Coordinate directly with lenders, brokers, and clients (including outbound calls) to drive applications through to completion

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

Actively participate in weekly, monthly and quarterly alignment cadence.

Take ownership of deal progression in a fast-paced, early-stage environment with evolving processes

Technology and AI Adoption

Be an active participant in adopting new tools and AI capabilities as they come online
Test and quality-check AI-assisted outputs: client-facing messages, document classifications, lender product matching, compliance checks
Identify where automation works well and where it breaks down. Feed that back to the team with clear examples and context
Help document processes and workflows, both as operational playbooks and as inputs for building better systems
Bring a perspective that only someone doing the work every day can bring. You'll see failure modes and opportunities before anyone else
Contribute structured feedback to improve AI-driven workflows based on hands-on operational experience
Support ongoing transition from manual processing toward more client-facing work as automation improves

What We Offer

• Competitive compensation
• Flat management structure where you work directly with the founders and your voice is heard
• A ground-floor role in building one of Australia’s first AI-native financial services companies
• Ongoing training and professional development to keep your skills current as the industry evolves
• Career growth into operations leadership as we scale

Requirements

Must-Haves

5+ years in client service, operations, or loan processing within mortgage broking, lending, or financial services

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

Direct experience working with Australian clients. You understand the communication style and cultural context

Strong knowledge of the Australian mortgage process: serviceability, lender policies, document requirements, conditional approvals, settlement workflows

Very comfortable with technology. You don’t need to be a software developer, but you should be the kind of person who picks up new tools quickly, finds ways to use them without being asked, and isn't fazed when the toolset changes. We'll train for specific gaps, but the baseline comfort and curiosity need to be there already

Highly proficient written and verbal English. Professional communication needs to be clear, polished, and natural

Available to work AEST/AEDT hours from the Philippines

Strong process-oriented and systems-thinking mindset, with demonstrated ability to identify efficiencies or improvements

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

Comfortable balancing client-facing responsibilities with process improvement initiatives

Nice-to-Haves

None of these are required, but any of them would get our attention.

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

You already use AI tools (ChatGPT, Claude, or similar) to get work done, not just to experiment with

A track record of improving systems or processes beyond what your job description asked for

Experience working in startups or early-stage environments

Exposure to proprietary or non-standard mortgage processing systems

Track record of high performance or operating as a senior individual contributor

The Kind of Person Who Thrives Here

You see a repeated manual task, and you start thinking about how to make it go away
You want to be hands-on in how AI changes the way your team works, not watching from the sidelines
You hold yourself to a high standard on accuracy and communication quality
You can switch between empathetic client support and analytical systems thinking without missing a beat
You treat every edge case as useful information, not just a problem to close out
Job type: Permanent
Emp type: Direct hire; Full-time
Schedule: Monday to Friday, 8:00 AM to 5:00 PM Queensland, AU Time
Location: Remote/Work from home

Industry: Australian Mortgage Broker

• Expertise: Australian Mortgage Broker, Client Support, Broker Support, AI Tools
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