Manager Lending Support

Are you a customer-focused leader who enjoys helping a team deliver consistent results? Join Southern Cross Credit Union and lead our Lending Support Team to keep home and personal loan applications moving smoothly, while building a capable team and delivering positive customer outcomes.

Reporting to the Broker Relationships and Development Manager, you will oversee day-to-day lending support, coach and develop the team, and ensure applications are progressed accurately and within agreed service levels. You will play a key role in embedding our operating model, strengthening relationships with internal and third-party partners, and delivering positive customer outcomes while maintaining strong compliance and risk standards.

Why Join Us?

At the heart of everything we do is our commitment to our customers, partners and community. We’re proud to offer meaningful career and development opportunities in the Northern Rivers, where your work directly supports the success of individuals, families, and local businesses.

We offer:

• A supportive and inclusive team culture
• Ongoing professional development and career progression
• The opportunity to make a tangible difference in people’s lives
• A flexible and community-focused working environment

What You’ll Be Doing

• Oversee day-to-day lending support for home and personal loans, including application input, review, verification, administration and customer retention activities.
• Manage workflow, rosters and priorities to ensure applications are progressed within agreed service levels.
• Develop team members through observation, regular coaching and feedback, one-on-one meetings and performance and development reviews.
• Keep the team informed and capable across lending systems, processes, products, credit policy and compliance requirements.
• Build and maintain strong relationships with customers, internal stakeholders, and third-party partners.
• Prepare regular lending, discharge, settlement and rework reporting for management and referral partners.
• Proactively respond to customer feedback and support business improvement, change and transformation initiatives.
• Champion the responsible use of approved automation and AI tools across the team.

What You’ll Bring

• Demonstrated experience in lending operations, lending support, or a similar financial services role.
• Experience leading, coaching and developing a team in a customer-focused environment.
• Sound knowledge of lending processes, credit policy, compliance obligations and risk controls.
• Strong organisational and workflow-management skills, with the ability to manage competing priorities and service levels.
• Confident communication and relationship-building skills across customers, team members and external partners.
• A practical, improvement-focused mindset with strong attention to detail and accountability for outcomes.
• Confidence using customer relationship management and lending systems.

Who you are

You are a visible and supportive leader who leads from the front. You bring structure, energy and accountability to your team, while creating an environment where people feel valued, capable and clear about what success looks like.

You balance customer care with commercial, risk and compliance priorities. You communicate openly, remain calm when priorities shift and take ownership of outcomes. If you enjoy developing people, improving processes and helping deliver a consistently strong lending experience, this is an opportunity to make a meaningful impact.

About Us

Southern Cross Credit Union is a 100% customer-owned financial institution located in the heart of the Northern Rivers region servicing customers all over Australia. Since 1966, we’ve been dedicated to enriching our community, supporting our people and leading with innovation. A multi award winning business most recently being recognised as an Employer of Choice, and providing Excellence in Business and Professional Service. We’re a growing organisation that thrives on trust, care, and responsibility in every interaction.

Why Join Us?

• Health & Wellbeing Program to support your overall health.
• Attractive Employee Benefits Package to reward your contribution.
• A collaborative and supportive team environment with an Employee Engagement and customer Satisfaction Score of 92%.

How to Apply

Please forward your application including a cover letter and an up-to-date copy of your resume to [email protected] or hit ‘Apply Now’.

To be eligible for this position, you must have the right to live and work in Australia. Please note that only successful applicants will be contacted.