Customer Service Manager - Australia

Join an established Australian mortgage broking team as a Senior Loan Processor, working fully remotely alongside a supportive onshore and offshore crew with genuine room to grow.

Role Summary
This role takes ownership of loan files from application through to formal approval, working closely with the onshore credit team to keep deals moving, from pricing and application setup through to document collection, servicing and compliance. You will work day-to-day across the Connective aggregator and the Mercury Nexus CRM, keeping files clean, accurate and progressing without needing to be chased. The ideal person is proactive, highly organized and detail focused, someone who takes real ownership of their files and surfaces issues before they become problems. You will sit within a broking team that values long-term contributors, with a genuine path to grow as you build your track record.

Key Responsibilities

• Take ownership of loan files from application through to formal approval, keeping each file moving and up to date.

• Prepare and submit loan applications, including data entry, cloning of existing scenarios and setting clients up correctly in the system.

• Work closely with the onshore credit team, pulling together the background, documentation and detail needed to progress each deal.

• Complete pricing requests and lender servicing calculations to support loan submissions.

• Collect, review and follow up client documents, making sure each file is complete and compliant before it is submitted.

• Manage lodgement and ongoing updates through ApplyOnline (AOL) and lender portals.

• Keep the CRM accurate and current, maintaining clear file notes, tasks and status at every stage.

• Proactively chase outstanding items and surface tasks, risks and follow-ups the broker or credit team may not have flagged.

What We Are Looking For

• Previous experience as a loan processor within an Australian mortgage broking business, comfortable managing files from application through to formal approval.

• A sound understanding of the mortgage broking process, including loan submission, pricing, servicing and compliance requirements.

• Experience with the Connective aggregator, with Mercury Nexus CRM experience strongly preferred. Strong candidates with experience on other broking CRMs will also be considered.

• Familiarity with ApplyOnline (AOL) and lender portals.

• Excellent written and spoken English.

• Strong organization and file ownership, able to manage multiple files and competing deadlines without being chased.

• Genuinely proactive and switched on, bringing solutions and flagging issues early rather than waiting for tasks to land.

• Demonstrated employment stability, with a preference for candidates who have remained with previous employers for approximately two years or more.

• A genuine interest in establishing a long-term career within the business and growing alongside the team.

Requirements

• Stable work-from-home setup (reliable internet, laptop/desktop, quiet workspace)

• Proactive attitude, able to follow up clients, lenders, and third parties without being prompted

• Able to work Australian business hours

Benefits

• Full-time | work-from-home

• Long-term career opportunity with genuine room to grow within an established broking team

• Training and support provided

• Supportive onshore and offshore team environment, working alongside an experienced credit team