Collections Officer - Home and Auto Accounts

Firstmac hasgrown from a small family business of 2 people to become one of Australia's leading lenders with more than 600 team members worldwide in 46 years.

About the position

We are currently seeking Collections Officers to join our Brisbane based team. These roles will provide exceptional service to our borrowers whilst being responsible for the collection of home and auto accounts that are delinquent. You will be responsible for managing a high-volume of calls and ensuring all jobs are actively managed in a timely and qualified manner, providing effective support to the team and creating a positive and motivational environment.

Join us and be part of a collaborative team that values work-life balance. We offer flexible work arrangements, allowing you to blend the convenience of working from home with the energy of the office.

Key Responsibilities

- Manage a portfolio of delinquent home loan and auto finance accounts, including accounts from 30+ days past due through to late-stage arrears
- Conduct professional and effective outbound and inboundcollections ofcalls to understand customer circumstances and resolve arrears, negotiating realistic and sustainable payment arrangements that support both the customer and the business
- Monitor payment arrangements and taketimelyfollow-up action where arrangements are missed or broken
- Support the preparation of accounts for formal notices, legalreview,or enforcement action whererequired, and identify accounts requiring escalation for recovery, repossessionreview,or third-party agent involvement
- Work closely with hardship,legal,and customer relations teams to ensure accounts are managed appropriately and fairly




- Maintainaccurateregisters, accountnotesand reporting data and track keycollectionsoutcomes, including accounts worked, right-party contact, promises to pay, broken arrangements, hardship referrals, legalreferralsand other performance measures
- Ensure allcollectionsactivitycomplies withrelevant legislation, regulation, industry codes, internalpoliciesand procedures and maintain an operational understanding of requirements relating to collections, hardship, privacy, responsiblelendingand secured recoveries.

About you

To be successful in this role you will be a driven individual that takes ownership of every call and account. Ideally you will have a minimum 2 years’ experience in homeloanand/or auto collections, ideally within a bank,lenderor financial institution and have been managing 30+ days accounts though to late stage collections. We would also like to see experience with identifying and managing hardship and vulnerable customer situations. You will be service focused with a desire to educate and help every customer to the best of your ability building trusting relationships while not shyingaway from meaningful conversations. In addition, our ideal candidate will possess the following key attributes:





- Excellent decision making and negotiating ability with the capacity to problem solve and identify the best solutions
- Strong active listening skills andan investigative mind to enable effective call handling, building strong customer relationships that deliver positive outcomes for all parties
- Sound knowledge of home loan and auto finance products
- Detail orientated, delivering a high levelof accuracy in account notes,reporting,and customer correspondence.

About the Firstmac Group

Firstmac group is an award-winning leader in lending in Australia for home and car loans, with brands Firstmac, loans.com.au, CarLoans.com.auand car-buying service OnlineAuto.com.au. We're also leading the way in finance and property news with our media arm Infochoice Media Group including comparison site Savings.com.au, Your Investment Property Magazine and Your Mortgage.

At Firstmac, we’re proud to offer a workplace where our people feel supported, connected, and empowered to grow. Our culture is built on teamwork, community spirit, and genuine opportunities to develop your career.

Here’s what you can look forward to when you join us

- Friendly, social team with regular events and social club activities
- Exclusive staff perks through our Brisbane Broncos partnership, meet and greets and prize draws throughout the season
- Flexible work arrangements and access to our Employee Assistance Program to support the wellbeing of staff and their families
- Training, development, and leadership programs to support growth opportunities
- One annual paid volunteer day to contribute to a cause you care about and quarterly community initiatives where staff come together to support local organisations.

#J-18808-Ljbffr

📌 Collections Officer - Home and Auto Accounts (Brisbane)
🏢 Firstmac
📍 Brisbane