Getting a home loan can feel confusing and stressful, particularly when banks use jargon and clients do not know what happens next. Hunter Galloway exists to make that process easier.

We are a family-owned mortgage broking business based in Brisbane, helping clients across Australia. We work with first home buyers, people refinancing or upgrading, and property investors.

Our job is to explain each client's options clearly, keep their application moving and make sure they always know what is happening. This approach has helped us earn more than 2,500 five-star Google reviews. Clients regularly describe our team as knowledgeable, responsive and good at keeping everything on track.

The role

We are looking for an experienced Client Relationship Manager to work closely with one of our mortgage brokers and manage their clients from application through to settlement.

This is a client-facing operations and leadership role. You will be the main point of contact for clients, take responsibility for the progress of every application and lead a team of three operations staff supporting your portfolio.

The operations team handles data entry, lender follow-ups, valuations and the first drafts of client communications. Your job is to oversee the work, maintain quality and make sure each client has a great experience.

Most of our clients need straightforward residential lending, including first home loans, refinances, top-ups and upgrades. We do not focus on complex commercial or SMSF lending. 

What you will be responsible for

• Calling clients at important milestones, including application, lender updates, conditional approval and formal approval
• Acting as the client's main point of contact and explaining each step in plain English
• Following up on missing documents and resolving anything preventing an application from progressing
• Staying across the full pipeline and identifying files that are falling behind expected turnaround times
• Reviewing communications drafted by the operations team before they are sent to clients or the broker
• Checking ApplyOnline applications for accuracy and making sure file checklists have been completed
• Catching mistakes early so they do not create delays or rework with the lender
• Running daily check-ins with the operations team and coaching them on quality, accuracy and communication
• Handling lead calls and preparing files for broker appointments
• Keeping the broker updated on pipeline progress without waiting to be asked
• Taking ownership when a client situation becomes complex, urgent or sensitive
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