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Customer Experience Manager
Impel ManagementSydney, NSW, AU5 days ago
Job description2-3+ years’ experience in customer-facing, phone-based roles within banking, lending, mortgage broking, or financial services Exceptional communication skills – clear, warm, and confident in both written and verbal communication Highly organised with excellent time management and ability to prioritize under pressure Detail-oriented with commitment to accuracy in documentation and processing Self-starter with proactive mindset, professional attitude, and sense of urgency Tech-savvy – comfortable with CRM systems and quick to learn new platforms Mortgage & finance experience highly desirable (but not essential) Team-first approach with positive attitude, resilience, and adaptability
Our client is seeking an energetic and empathetic Customer Experience Manager to join the dynamic Sydney team. You'll be the frontline connection between the business and their customers – including brokers, partners, and direct applicants – guiding them through their property journey with clarity, urgency, and care.
This is a fast-paced, high-impact role perfect for someone who thrives under pressure and gets excited about helping people secure their dream homes!
Key Responsibilities
- 50% Customer Service : Deliver exceptional service across phone and email, handling enquiries with speed, empathy, and expertise
- 40% Application Processing : Guide customers through the deposit bond process, conduct due diligence searches, and manage applications with ownership and urgency
- 10% Follow-Up : Make outbound calls for lead management and provide application status updates
- Collaborate cross-functionally with Sales, Underwriting, and Product teams to optimize customer outcomes
- Identify process improvements and help enhance customer journeys
What We're Looking For
If you are passionate about the property industry and want to help Australians achieve property ownership faster, easier, and smarter, this is the perfect role for you!
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Customer Experience Manager • Sydney, NSW, AU
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