Client Relationship Manager (AU Mortgage)

Client Relationship Manager (AU Mortgage)

Remote | Philippines-Based | AEST Hours

To Apply: forms.cloud.microsoft/r/xawDceDUDU

At Pierian, we help Australian mortgage brokers scale their businesses through highly skilled offshore teams, streamlined operations, and AI-powered solutions.

The Client Relationship Manager is responsible for managing long-term relationships with Australian mortgage broker clients after successful onboarding and implementation by the Transition Team. As the primary point of contact for your assigned clients, you will ensure their offshore operations continue to perform efficiently, service levels remain high, and business objectives are achieved. You will work closely with brokers and internal teams to monitor operational performance, resolve challenges, identify improvement opportunities, and support the continued growth of each client account. This role is ideal for experienced Australian mortgage professionals who combine strong operational knowledge with excellent client relationship and stakeholder management skills.

WHAT YOU'LL BE DOING EVERY DAY

Client Relationship Management

• Serve as the primary relationship manager for assigned Australian mortgage broker clients following transition to Business-As-Usual (BAU).
• Build trusted, long-term relationships through regular meetings, performance reviews, and proactive communication.
• Develop a deep understanding of each client's business, workflows, and operational priorities.
• Act as the primary escalation point for operational concerns and coordinate timely resolution with internal teams.

Operational Performance & Client Success

• Monitor client satisfaction, service quality, turnaround times, productivity, and operational performance.
• Review key performance metrics and provide recommendations to improve efficiency, quality, and service delivery.
• Work closely with Operations Managers, Team Leaders, Loan Processors, and Loan Analysts to ensure consistent service standards.
• Identify operational risks early and implement proactive solutions to maintain strong client relationships.
• Support clients in maximizing the value of their offshore teams and Pierian's operational solutions.

Business Growth & Continuous Improvement

• Identify opportunities to improve client workflows and operational efficiency.
• Recommend additional resources or services based on client growth and business needs.
• Gather client feedback and collaborate with internal teams to continuously improve service delivery.
• Encourage adoption of operational best practices, technology, and AI-enabled workflows where appropriate.

Cross-Functional Collaboration

• Partner closely with the Transition Manager to ensure a smooth handover from implementation to ongoing account management.
• Collaborate with Recruitment and Operations to support workforce planning and staffing requirements.
• Maintain accurate client records, meeting notes, action plans, and follow-up activities.

MINIMUM REQUIREMENTS

• 5+ years of experience in Australian mortgage operations, broker support, loan processing, loan analysis, or client - relationship management.
• Previous experience in one or more of the following roles:

Senior Mortgage Broker Assistant
Senior Loan Processor
Loan Analyst
Mortgage Operations Specialist
Team Leader
Operations Manager
Client Relationship Manager
Account Manager
Broker Support Lead

• Ability to manage multiple client accounts and competing priorities.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Reliable internet connection and professional home office setup.

NICE TO HAVE

• Experience mentoring or leading mortgage operations teams.
• Experience creating SOPs, workflow documentation, or training materials.
• Experience managing offshore mortgage teams.
• Exposure to AI-powered workflow tools and business automation.
• Experience with Quickli, Podium, Simpology, MyCRM, or similar mortgage platforms.
• Cert IV in Finance & Mortgage Broking.

EDUCATION
A bachelor's degree in Business, Finance, Banking, Accounting, Management, or a related field is preferred but not required.
We value extensive Australian mortgage operations experience, leadership capability, and client relationship management above formal qualifications.

WHAT WE OFFER

• Competitive base salary based on experience
• HMO coverage
• Leave credits
• 13th Month Pay
• Career growth — we're building a 50+ person capability centre within 12 months