Client Care & Settlements Manager
As we continue to grow, we're looking for an experienced Client Care & Settlements Manager to lead our team and deliver outstanding outcomes for our brokers, clients and business partners.
The Role
This is a hands-on leadership role responsible for overseeing the client journey from approval through to settlement and beyond. You'll lead a high-performing team, manage escalations, drive operational excellence, and ensure every interaction reflects our commitment to exceptional service.
Are you someone who thrives in a fast-paced environment, loves attention to detail, and enjoys leading people to achieve exceptional results? Do you take ownership, solve problems proactively, and pride yourself on delivering an outstanding customer experience? If so, we'd love to hear from you.
Key Responsibilities
- Lead, coach, and mentor the Client Care & Settlements team.
- Oversee loan settlements and ensure files progress efficiently and accurately.
- Manage complex client, broker, and settlement escalations.
- Monitor team performance, workflows, and service standards.
- Build strong relationships with brokers, solicitors, funders, and clients.
- Drive process improvements and operational efficiencies.
- Ensure compliance, accuracy, and quality across all files.
- Provide regular reporting and performance updates to management.
What We're Looking For
- Minimum 2 years' experience in a similar leadership role within mortgage management or financial services.
- Strong understanding of mortgage settlements and client service operations.
- Proven leadership, communication, and problem-solving skills.
- Ability to manage multiple priorities in a high-volume environment.
- Experience handling escalations and maintaining strong stakeholder relationships.
- Certificate IV or Diploma in Finance and Mortgage Broking (preferred).
- Sound understanding of relevant State and Federal legislation, including Privacy Act and Anti-Money Laundering requirements.
- A driven, hands-on attitude with a strong sense of ownership and accountability.
- Exceptional attention to detail and commitment to accuracy.
- A positive, solutions-focused mindset and passion for delivering outstanding client outcomes.
What We Offer
- Competitive remuneration based on experience.
- Dynamic and supportive team culture.
- Genuine work-life balance and flexibility.
- Career growth and development opportunities.
Interested?
Please forward your resume and cover letter to [email protected]
Only candidates who meet the key selection criteria will be contacted for an interview.
Pay: $61,856.03 – $122,021.02 per year
Work Location: In person
