Client Services Manager – Lending

M Group are a well established business hub who provide an extended range of specialized services to our clients including accounting, bookkeeping, financial planning, legal, lending and marketing services.

We understand the importance of offering reliable, superior service to all our clients. We offer a diverse, inclusive and flexible working environment where you are nurtured and mentored alongside our senior team members to help you achieve your best while maintaining mutual respect and support for all.

Our FS360 program assists our clients on their journey to financial security and lives at the centre of everything we do. Our team is over 270 strong, so the opportunity to learn from the many team members in our multiple business divisions is beneficial to your career.

Responsibilities

Reporting through to a Senior Mortgage Broker, you will be responsible for the following duties:

• Working closely with the Broker and clients to identify lending needs and initiate the loan application process.

• Working closely with the Broker to collate, verify, and review supporting documents prior to submission to ensure completeness, accuracy and compliance. Preparing the loan application for submission.

• Work alongside our Submission Team based in Manilla to submit loan applications to lenders, ensuring all required documentation is included and compliance is met. Striving for first time lodgement to approval success.

• Act as the primary point of contact for clients throughout loan application journey, providing updates and managing expectations at each stage of the process; ensuring a consistent and professional experience. 

• Follow up with the Lender, Solicitors and other relevant parties to ensure that the clients loan application progresses efficiently; updating the client at every milestone of the application process.

• Overall management of applications via CRM and workflow systems, including accurate data entry and detailed note taking. Owning the clients loan application experience.

• Overseeing the assigned tasks to be completed by other parties, ensuring quality of work and timeliness.

• Coordinate workload, including client appointments, meetings, lender product or refresher training,

professional development activities and follow-up appointments and/or calls.

• Liaise with various internal divisions, Manilla outsourcing, and external referrers to provide Broker Sales

Services for their clients.

• To maintain a high level of customer service to both internal and external customers including day to day

liaison, follow up and investigating queries & complaints in a timely manner.

• Provide guidance and training to junior team members and outsourced support staff and contribute to ongoing improvement of workflows and systems. 

The right candidate will be:

• Client focused and have a willingness to help and support our existing and new clients in achieving their goals and objectives.

• Highly detail-oriented and organised, with the ability to prioritise tasks and manage competing deadlines effectively. They will demonstrate strong communication and negotiation skills, paired with a proactive approach to problem solving.

• A self-starter who takes initiative, bringing an enthusiastic, “can-do” attitude and a positive, outcome focused mindset to their work. They will be assertive when required, while also thinking laterally to navigate challenges and keep applications progressing.

• Confident using Microsoft Office and SharePoint, with an excellent phone manner and the ability to build rapport with clients and stakeholders.

• A person of high integrity and professionalism, who demonstrates genuine empathy in their interactions with clients and colleagues. They will take pride in their presentation and communication, ensuring they consistently represent the business to a high standard, while also contributing positively to team culture and bringing a sense of humour to the workplace.

 
Required Skills

• A minimum of 3 years' experience in the Mortgage Broking Industry or the Banking Industry.

• A solid understanding of banking/finance terminology and the loan application process.

• Aggregator system/tools experience (MyCRM, ApplyOnline, Loan App, Quickli).

• Highest level of ethics and positive compliance checks.

• Excellent written and verbal communication skills.

• High attention to detail.

• Ability to drive and develop internal and external relationships.

• Cert IV and/or Diploma of Finance and Mortgage Broking Management is advantageous but not mandatory

• Experience with workflow systems (Karbon) and Xero Accounting Software is advantageous but not mandatory

Employment benefits include but not limited to:

• 5th week of annual leave for all team members,

• Volunteer Day bonus leave per year,

• Flexible working arrangements,

• Mentoring, training and support through our vast senior team,

• Competitive remuneration based on experience,

• Supportive team environment where we all love to help each other to get great results for our clients,

• Support for further study,

• Free counselling and support service,

• Free team rewards program,

• Delivery of dynamic & forward-thinking client service,

• Opportunities exist to move around within our nationwide office network,

To apply please email your resume and cover letter to: ••••@mgroup.partners