Mortgage Collections Officer

Help customers navigate financial hardship while developing your expertise across hardships & recoveries

Your new company
Join a growing non-bank lender that is transforming the residential mortgage experience through exceptional customer service, flexible lending solutions and a people-first culture. Operating nationally through a strong broker network, the business has built a reputation for quality credit decisions, efficient turnaround times and genuine customer care. This is a rare opportunity to take ownership of a broad collections portfolio within a growing lender, gaining exposure across arrears, hardship and recoveries while working closely with senior decision makers across the business.
Your new role
As a Collections Officer, you'll play a critical role in supporting customers through periods of financial difficulty while protecting both customer outcomes and portfolio performance. Working across residential mortgages, you'll manage accounts from early-stage arrears through to hardship and recoveries, helping customers find practical solutions that work for their individual circumstances.
In this role, you will:

• Manage a portfolio of residential mortgage accounts across arrears, hardship and recoveries
• Support customers experiencing financial difficulty and help them navigate available assistance options
• Assess financial information and hardship applications to determine suitable outcomes
• Negotiate sustainable repayment arrangements and long-term solutions
• Build strong relationships with customers through empathetic and professional communication
• Work closely with internal stakeholders to achieve positive customer and business outcomes
• Manage correspondence and regulatory requirements in line with lending obligations
• Assist with legal recovery processes where required

What you'll need to succeed

• Previous experience managing mortgage accounts from early arrears and hardship through to legal recovery and enforcement action
• Experience within an Australian non-bank lender
• Strong understanding of hardship assessment and customer assistance principles
• Excellent communication and negotiation skills with the ability to handle sensitive conversations
• High level of empathy, resilience and problem-solving ability
• Knowledge of NCCP and regulated collections practices will be highly regarded
• Australian citizenship or Permanent Residency

What you'll get in return

• Take ownership of a broad portfolio spanning early arrears, hardship, recoveries and legal collections
• Gain end-to-end exposure across the full residential mortgage collections lifecycle
• Hybrid working model offering flexibility and work-life balance
• Opportunity to work closely with senior leaders and key decision makers across the business
• Highly autonomous role with genuine ownership and visibility
• Join a growing non-bank lender during an exciting period of expansion
• Develop specialist expertise within mortgage hardship, recoveries and regulatory collections
• Stable long-term opportunity with strong career development potential

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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