Job Description

The Client Service Manager is a critical operational role within our Sales & Distribution team. You will act as the backbone of our broking operation, structuring and packaging deals, managing client communication, coordinating with our offshore support team in Nepal, and leveraging AI-powered tools to drive efficiency and quality across the loan lifecycle. This is a fast-moving role that requires genuine lending expertise, strong organisational instincts, and a client-first mindset.

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Key Responsibilities

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Deal Structuring & Packaging

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- Review and assess client financial positions to support brokers in structuring consumer and commercial loan applications.
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- Prepare complete, lender-ready loan packages including supporting documentation, credit narratives, and deal summaries.
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- Identify the most appropriate lender and product for each scenario based on policy knowledge and client circumstances.
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- Conduct preliminary credit assessment and flag risk or policy exceptions prior to submission.
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- Ensure all submissions meet lender requirements and are lodged accurately through the aggregator platform (Finsure).
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Client Communication & Relationship Management

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- Serve as the primary point of contact for clients throughout the application process, from initial engagement through to settlement.
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- Provide clear, qualified, and timely updates to clients on application status, outstanding requirements, and next steps.
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- Manage client expectations through conditional approval, valuation, and unconditional approval stages.
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- Respond to client enquiries with accuracy, warmth, and urgency, reflecting the FRONT Financial brand.
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- Maintain and update client records accurately within CRM systems (HubSpot).
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Offshore Team Coordination

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- Delegate clearly scoped tasks to the offshore team (Nev)



including document collection, data entry, application preparation, and follow‐up activities.
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- Provide precise briefs, templates, and checklists to ensure offshore output meets quality and compliance standards.
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- Review and quality‐check work produced by the offshore team before submission or client‐facing use.
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- Act as a consistent communication bridge between the onshore broker team and offshore staff.
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- Actively use AI‐powered tools (including Claude and other platforms) to draft credit narratives, summarise financials, prepare client communications, and streamline repetitive tasks.
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- Identify opportunities to automate or improve workflows using technology, and work with operations to implement improvements.
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- Maintain proficiency with the business's core systems: Finsure aggregator platform, HubSpot CRM, Asana, and Lodge & Track workbook.
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- Champion a technology‐forward mindset across the team, sharing tools and shortcuts that drive quality and efficiency.
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Compliance & Quality Control

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- Ensure all client files and loan submissions meet NCCP, responsible lending, and Finsure aggregator compliance requirements.
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- Maintain accurate and complete file documentation for audit and review purposes.
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- Flag any compliance concerns to the relevant broker or the Operations Manager promptly.
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- Support the implementation and adherence to internal processes and SOPs as they evolve.
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Skills & Experience

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Required

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- Minimum 3 years' experience in consumer and/or commercial lending and mortgage broking, either as a broker, credit analyst, or client‐facing lending role.
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- Strong working knowledge of the Australian residential and/or commercial lending landscape, lender policies, and loan structures.
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- Demonstrated ability to package and prepare lender‐ready loan submissions independently.
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- Excellent written and verbal communication skills, confident corresponding with clients, lenders, and internal stakeholders.
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- Experience coordinating work across teams, including remote or offshore team members.
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- Comfortable using and learning technology platforms; genuine interest in AI‐powered productivity tools.
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- High attention to detail with a quality‐first approach to all output.
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- Strong organisational skills and ability to manage multiple deals simultaneously without dropping the ball.
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- Certificate IV in Finance & Mortgage Broking (or equivalent), or working towards.
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- Prior experience working within a Finsure‐aggregated brokerage.
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- Familiarity with HubSpot CRM, Asana, or similar project management platforms.
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- Experience working with an offshore operations or support team.
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- Exposure to AI tools such as Claude, ChatGPT, or similar in a professional workflow context.
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What We Offer

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- A dynamic, fast‐growing brokerage with genuine opportunities to grow into senior operational leadership.
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- A collaborative team culture, onshore in Sydney and offshore in Nepal, that values clear communication and initiative.
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- Access to cutting‐edge AI and operational tools to help you work smarter.
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- Competitive salary commensurate with experience.
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- 4 extra annual leave days a year, our wellbeing days
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📌 Client Services Manager (New South Wales)
🏢 FRONT Financial
📍 New South Wales