About Credeq Australia

Credeq Australia Pty Ltd (ABN 39 625 083 810; AFSL 568636) is a specialist Managing General Agent operating across four product lines: Surety, CommBonds, Construction Warranty Insurance and Deposit Bonds (Deposit Power).

Role Purpose

The Customer Success Manager play a critical role in frontline connection between us and our customers including brokers, partners, and direct applicants.

You’ll guide them through the application journey with clarity, urgency and care. With a proactive mindset, you'll help ensure a smooth, positive experience at every step, while also identifying ways to continuously improve how we support and delight our customers.

This is a fast-paced, high-impact role, perfect for someone who thrives under pressure and is excited by the idea of helping people secure their homes.

This is a fantastic opportunity to grow your career in financial services with a supportive, close-knit team committed to innovation and customer success.

Key Responsibilities

• Deliver exceptional service across phone and email, handling enquiries with speed, empathy, and expertise.
• Guide customers and brokers through the deposit bond process from start to finish.
• Conduct due diligence searches to ensure compliance with underwriting policies.
• Manage and follow up on applications with a strong sense of ownership and urgency.
• Collaborate cross-functionally with internal teams to optimise customer outcomes.
• Identify roadblocks or inefficiencies and help improve internal processes and customer journeys.
• Analyse existing organisational workflows related to the business operations, surety bond applications, underwriting processes, and client management.
• Implement approved process improvements, ensuring that revised instructions and manuals are distributed and understood across teams and that teams are trained accordingly.
• Compare actual workflows and practices with documented SOPs to detect any deviations, inefficiencies, or non-compliance with internal guidelines.
• Ensure that all organisational changes and process improvements are well-documented and that these documents (work instructions, manuals, etc.) are regularly updated and communicated.
• Perform systematic reviews of procedures such as client onboarding, bond issuance, renewals, and claims to ensure a smooth client experience while meeting business objectives..

About You

You're a customer champion with a natural ability to connect, communicate, and build trust. You take pride in solving problems and are comfortable juggling multiple priorities in a dynamic environment. Whether it's helping someone navigate their first property purchase or ensuring a broker feels supported, you're driven by outcomes and fuelled by purpose.

Skills and Experience

• 2+ years in a customer-facing, phone-based role within banking, lending, mortgage broking, or financial services.
• Strong communication skills — clear, warm, confident — both written and verbal.
• Highly organised, with excellent time management and ability to prioritise under pressure.
• Strong attention to detail and commitment to accuracy in documentation and processing.
• Self-starter with a proactive mindset, professional attitude, and sense of urgency.
• Comfortable using CRM systems and quick to pick up new tools and platforms.
• Previous experience in mortgage & finance is highly desirable.

Why Join Us?

• Join a market leader with strong global backing and ambitious local growth plans.
• Be part of a fun, supportive, and high-performing team that values innovation and impact.
• Enjoy ongoing training, development, and career progression opportunities.

If you’re passionate about customers, excited by property, and thrive in a fast-paced environment where you can truly make a difference — we’d love to hear from you