About Keystart
Keystart is a progressive, innovative, purpose-driven organisation that delivers real social impact by making the dream of an affordable home a reality for more people.
We're proud of our workplace culture, and we prioritise the wellbeing and job satisfaction of our people.
We acknowledge and understand the importance of disconnecting from work and believe that our employees have the right to enjoy time off without non-essential work-related interruptions
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About the role
This is a role for someone who genuinely enjoys helping people through tough times and who strives for great outcomes for customers and for Keystart.
As a Mortgage Collections & Hardship Officer, you'll manage a portfolio of home loan accounts in arrears, working directly with customers to understand their financial circumstances and find sustainable paths forward.
When hardship can't be resolved, you'll lead enforcement processes professionally and efficiently, minimising credit losses while treating every customer with dignity.
You'll be part of a collaborative, high-performing team with a strong compliance culture and a genuine commitment to Keystarts mission and purpose.
This role is available on a 12-month contract.
What you'll be doing
Managing a portfolio of early, mid, and late-stage mortgage arrears making proactive outbound contact and responding to inbound customer enquiries
Conducting financial assessments and structuring tailored solutions including repayment arrangements, loan restructures, and formal hardship assistance
Assessing hardship applications under Keystart's Hardship Policy, communicating outcomes clearly.
Progressing accounts through to enforcement where required, including issuing default notices, liaising with external solicitors
Negotiating repayment arrangements with customers and third parties, within delegated authority




Identifying vulnerability indicators including family violence, elder abuse, and mental health and responding in accordance with Keystart's Vulnerable Customer Policy
Maintaining accurate system records at all time
Collaborating with Credit Risk, Legal, Relationship Managers, and Operations to progress complex matters
About You
At least 2 years' experience in mortgage collections, consumer lending recoveries, or a closely related financial services role
Solid understanding of the mortgage lifecycle
Working knowledge of the National Consumer Credit Protection Act, and hardship obligations under the National Credit Code, and RG96
Genuine empathy, the ability to hold difficult conversations with compassion and professionalism
Strong negotiation skills and sound commercial judgment
Excellent written and verbal communication
The ability to manage a high-volume caseload independently and prioritise effectively
Experience with mortgage enforcement proceeding is desirable
Familiarity with AFCA processes is desirable
A Certificate IV in Credit Management or equivalent qualification is desirable
Some benefits of working at Keystart
At Keystart, we are more than a workplace, we are a community with purpose.
Every day, our people help make the dream of an affordable home a reality for more Western Australians.
What makes Keystart unique is our culture of trust, inclusion, and genuine care.
We believe that when our people thrive,



our customers and communities do too.
We offer meaningful work with real impact, flexibility, and opportunities to grow.
Our benefits are designed to support balance, connection, and wellbeing, and include:
Flexible leave options, including wellbeing and volunteering leave
Flexible work arrangements including WFH to support balance and connection
A supportive Social Club and community partnerships with local discounts
Salary sacrifice and corporate private health options
A modern Subiaco office close to public transport
At Keystart, your voice matters, your contribution counts, and your purpose helps more people call Western Australia home.
Curious?
Like to do things a bit different?
Us too!
If this role sounds like you, and you are excited about the prospect of working for an organisation where you can really make an impact, then great!
This role is a real opportunity to become part of a team that excels in delivering exceptional customer outcomes, continuously strives for improvement and has fun doing so.
Here at Keystart we celebrate and support inclusion, diversity, and engagement.
We pride ourselves on our diverse workforce, valuing different perspectives and unique ways of thinking that drive our growth, collaboration, innovation and scalability.
Keystart always welcomes people from all backgrounds and encourage diversity of age, faith, ability, gender, sexuality and culture, including Aboriginal and Torres Strait Islander peoples.
We are proud of our culturally, protected, diverse and inclusive team.
Personal information that you provide to Keystart in response to this job advertisement may be collected and used by Keystart to assess and respond to your application.
For further information, you can access our Privacy Policy on our website at .

📌 Mortgage Collections & Hardship Officer (Perth)
🏢 Keystart
📍 Perth