About La Trobe Financial La Trobe Financial is Australia’s leading alternative asset manager, helping Australians build better futures for over 70 years. With $25 billion in assets under management and the trust of 160,000 customers, we’ve grown through a commitment to service, innovation, and putting people first.

We don’t just deliver retirement income – we shape lives, careers, and communities. Our culture is built on trust, excellence, accountability, and a shared purpose: to make a meaningful difference every day.

Build your future with us.

The Opportunity

As part of the Risk & Governance Division of La Trobe Financial, you will be responsible for supporting borrowers that are experiencing problems with making their repayments. Your primary responsibility will be to work with the borrowers to identify reasons why they are unable to make payment, and to achieve the earliest possible resolution.

You will work collaboratively with other teams within La Trobe Financial to resolve borrower issues. The expectation will be to provide exceptional customer service, aligned to the International Customer Service Standard and to ensure that La Trobe Financials’ standards are reflected in your dealings with borrowers and your engagement with external support partners. The ability to provide assistance to support borrowers back to normalised contractual repayment terms with integrity and high levels of diligence, is integral to this role.

Key Responsibilities To support borrowers that are experiencing problems with making their repayments. Your primary responsibility will be to work with borrowers to identify the reasons why they are unable to pay, and to achieve the earliest possible resolution. You’ll attend to providing this support via prompt,



open and respectful communication with the borrowers, their representatives, solicitors, mortgage insurers and other expert support partners.

The responsibilities of the Early-Stage Solutions Officer include, but are not limited to:

- Consistently following proven arrears management procedures and guidelines
- Identifying borrowers that are experiencing financial difficulty and warm transferring them to the Financial Assistance Hub or Commercial Solutions for hardship support
- Identifying accounts that require Default Notices and ensuring that these are referred to the Servicing team promptly for preparation and issuance
- Following up all dishonoured payments and communicating the issue to the customer and discussing the resolution of same in a timely manner

About You

- Minimum of three 2-3 years’ experience in a similar role, ideally with mortgages and mortgage lending experience
- Strong knowledge of the mortgage collections processes and relevant legislation
- Knowledge of ASIC collections procedures, together with hardship assistance guidelines would be an advantage
- Relevant industry experience together with AML awareness, willingness to complete NCCP and Privacy Act Training
- Excellent negotiating and decision-making ability
- Strong organisational and time management with the ability to meet required deadlines




- Excellent written and verbal communication skills
- Ability to work well under pressure and adapt to an agile and fast paced workplace
- Excellent problem-solving skills and the ability to think outside the box
- Ability to work well in a team, but also autonomously and able to self-manage
- Strong stakeholder management and relationship building skills
- Ability to analyse information and apply critical thinking

Employee Benefits We’re all about balance – delivering great work and enjoying the journey. Alongside a competitive salary, here are some perks that make working with us even better:

- Celebrate your birthday – with a paid day off, just for you!
- Give back – with paid volunteer days to support causes you care about;
- More time for you – purchase additional annual leave when you need it;
- Support for families – 18 weeks paid primary carer parental leave plus superannuation contributions;
- Wild perks – free memberships to Taronga Zoo and Collingwood Football Club!
- Wellbeing first – access to our Employee Assistance Program (EAP);
- Keep growing – with ongoing training and development opportunities;
- Unforgettable socials – from team events to celebrations you’ll actually want to attend! and
- Retail therapy – enjoy discounts through Reward Gateway.

Diversity & Inclusion We’re committed to creating a workplace where everyone feels respected, valued, and safe. We welcome applications from people of all backgrounds and proudly support an inclusive recruitment process and work environment. If you require adjustments at any stage of the process, please let us know, we’re here to help.

Please note that only shortlisted candidates will be contacted.

📌 Early Stage Collections - Mortgages (Melbourne)
🏢 La Trobe Financial Services Pty
📍 Melbourne