About the Position

This Customer Services Manager/Mortgage Broker Operations role is your chance to step into the engine room of a thriving brokerage writing more than $100M in loans annually—and growing fast. You’ll play a critical part in keeping deals moving, freeing up brokers to focus on client strategy and growth, while you build your own expertise and career pathway.

Why this role is different

• Impact at scale: With the team settling $24M per quarter, you’ll be packaging complex residential and investment loans that help real investors grow multi-property portfolios, change their financial future, and build legacies. Your work will directly shape these outcomes.
• Supportive culture: Success is shared here. Every packaged loan that settles is celebrated, and you’ll be recognised as a key contributor to the team’s growth.
• Career growth built in: Start as a Customer Services Manager, then step into parabroking, mortgage broking or down the Operations Manager pathway as the business expands and your skills grow.
• Learn: You’ll learn from three highly experienced brokers and mentors who will invest in your development, especially in their niche of investment lending.

What you’ll be doing

• Manage end-to-end loan packaging: triage documents, prepare submissions, and keep deals moving smoothly.
• Work closely with brokers on complex loan scenarios involving multiple properties, entities and funders.
• Apply your knowledge of lender policies to anticipate issues before they derail deals (not essential).
• Contribute to system improvements and process documentation as the business scales.
• Provide reliable, steady support that allows brokers to spend more time winning and advising clients.

Who you are

• Minimum 2 years’ experience in a brokerage loan packaging, client services, or broker associate role (banking credit experience considered).
• Strong understanding of residential and investment loan processes, with confidence handling complex deals (not essential).
• Detail-oriented, steady under pressure, and motivated to hit the ground running.
• Positive, reliable, and team-focused, with the maturity to thrive in a fast-paced environment.
• Prior use and excellent knowledge of ApplyOnline is mandatory.
• Knowledge of systems like Infynity and Monday.com are a plus.

What’s in it for you

• Competitive salary: $75K–$80K + super, with the potential to reach $90K–$95K if you bring stronger experience to the table.
• Bonus upside: Established Bonus structure, plus the chance to earn upfront commissions on any self-generated customers you introduce from your own network.
• Career progression: Commit for 18 months and you’ll open a clear pathway into parabroking, mortgage broking or the future operations manager of the group.
• Flexibility: After onboarding, enjoy hybrid working with one WFH day a week.
• Growth culture: Join a team that’s going places. Wins are celebrated loudly, systems are always improving, and career opportunities are real.

This is more than just another processing role—it’s your chance to become the backbone of a high-performance brokerage and carve out your own future.

If you’re a driven individual with experience supporting Mortgage Brokers, who wants more: real recognition, a clear career pathway, and the chance to turn today’s role into tomorrow’s opportunities, we want to hear from you.

Apply now, or reach out for a confidential chat about the opportunities available.