Client Success Manager (AU Mortgage, WFH)

Shift: 7-4PM PHT, Flexible

Holiday: AU NSW Holiday

• Australian Accent is required

Skills Required

• 4+ years of experience in Client Success, Relationship Management, Customer Experience, Mortgage Broking Support, Banking, Lending, or Financial Services.
• Strong understanding of the Australian mortgage and lending lifecycle, including post-settlement client management.
• Experience using CRM platforms (HubSpot preferred) to manage client interactions, tasks, workflows, and follow-ups.
• Excellent verbal and written communication skills with the ability to build trust and manage client relationships.
• Strong organizational skills with the ability to manage multiple priorities, service requests, and client touchpoints.

• Previous experience within a mortgage brokerage, lending, banking, or financial services environment
• Experience using HubSpot, including workflows, segmentation, campaign management, and reporting.
• Exposure to client retention strategies, referral programs, or advocacy initiatives.
• Experience managing post-settlement client journeys and annual review campaigns.
• Knowledge of client engagement models, lifecycle marketing, or Next Best Action frameworks.

• Manage and nurture client relationships throughout the post-settlement journey.
• Conduct proactive client engagement activities including onboarding, annual reviews, and lending health checks.
• Coordinate client reviews, repricing opportunities, and referrals to brokers or specialists when appropriate.
• Serve as the primary point of contact for client enquiries, service requests, and ongoing support.
• Execute client engagement campaigns and maintain consistent communication across the portfolio.
• Maintain accurate client records, notes, tasks, and workflows within HubSpot.
• Identify opportunities to improve client retention, advocacy, referrals, and overall customer experience
• Collaborate with brokers, operations, and specialist teams to deliver a seamless client experience while maintaining compliance and privacy requirements.

• WFH arrangement
• Medical, Dental Coverage and Life Insurance from day 1 of employment with 1 HMO dependent after 12 months
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work-Life Balance, and Career Growth Opportunities
• Accessible location at the heart of Metro Manila, Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. We're a leading provider of offshore talent for organizations worldwide and one of the fastest-growing offshoring companies in the world. With over a decade of experience, we specialize in premium resourcing and productivity solutions. Founded by our Australian CEO, we help companies across industries overcome resourcing challenges with innovative strategies.

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.