Client Services Manager

About Our Client
We’re recruiting on behalf of a specialised, fast-growing insurance premium funding business that provides tailored solutions to help clients manage their insurance premiums efficiently. With strong year-on-year growth and a focus on service excellence, our client prides itself on delivering exceptional customer and broker experiences while fostering a collaborative, supportive culture. As part of a larger insurance group, our client’s team enjoys the benefits of being connected to a bigger organisation, including professional development opportunities, group events, and access to an extensive national broker network. Their future is bright, and they’re looking for someone who shares their values and will thrive in a supportive, collaborative environment.

The Role
Our client is seeking a Client Services Manager to join their Collections/Service Team, reporting to the Credit & Collections Manager. This is a hands-on operational role responsible for the day-to-day management of loan collections, customer contact, payment processing and loan administration. You’ll ensure timely collection of outstanding payments, maintain accurate loan records, provide excellent customer service to clients and brokers, and support the broader team in delivering efficient credit and collections processes.

This role is ideal for someone who is organised, detail-oriented, and eager to develop skills in collections while providing excellent customer service.

What You’ll Be Doing

• Manage daily collections, including dishonoured payments and overdue account follow-up, and set up payment arrangements in line with policy
• Monitor arrears reports, liaise with brokers on payment issues, and escalate complex or high-value matters per the delegation matrix
• Process loan endorsements, restructures, cancellations, account updates and shortfall recovery, keeping records accurate in the loan management system
• Respond to customer and broker enquiries by phone and email, handling complaints and difficult conversations with empathy and professionalism
• Prepare weekly arrears and dishonour reports and assist with monthly reconciliations
• Follow credit, collections and hardship policies consistently, maintaining confidentiality and complying with the Privacy Act 1988 (Cth)
• Identify and sensitively handle potential hardship situations, and maintain accurate file notes to support auditability
• Spot inefficiencies, recommend improvements, and support process and automation initiatives

What You’ll Bring

• Strong organisational skills with the ability to prioritise and manage multiple tasks
• Excellent attention to detail and accuracy in data entry and record-keeping
• Clear written and verbal communication skills with customers and brokers
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• A customer service orientation with a professional, empathetic approach
• Ability to work autonomously and as part of a team
• Willingness to learn and develop skills in credit, collections and loan administration
• Resilience and professionalism when dealing with challenging situations
• A friendly, cooperative personality with a positive attitude

Why Join Our Client

• A fast-growing team with real opportunities to develop your skills, take on greater responsibility, and progress your career
• A supportive, collaborative team culture with a genuine focus on service excellence
• Connection to a larger organisation, with professional development opportunities and group events
• Exposure to an extensive national broker network
• Room to grow your skills across credit, collections and loan administration
• A workplace people genuinely look forward to being part of each day

How to Apply
If you’re an organised, customer-focused professional looking to build your career in collections and loan administration, we’d love to hear from you. Click Apply and submit your resume along with a brief cover letter outlining your relevant experience, and one of our recruitment consultants will be in touch.