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 data-driven, people-focused role at the heart of our Credit Management function, spanning arrears management, hardship, enforcement and mortgage-in-possession.
You'll use data and insight to understand how well our processes and teams are performing, uncover opportunities to do better, and turn those insights into real improvements for our customers.
You'll also be the key link between Credit Management and our Voice of Customer and Complaints teams, owning the end-to-end management of complaints (both IDR and AFCA) and acting as the subject-matter expert who keeps us accountable, compliant, and customer-focused.
What you'll be doing
Credit Management Performance — monitor and improve the effectiveness, efficiency and compliance of Credit Management activities, including outsourced platforms.
Reporting, Data & Analysis — evaluate metrics like contact effectiveness, cure rates and collections strategies to optimise processes and support sustainable customer outcomes.
Quality Assurance — oversee call evaluations and quality monitoring to ensure fair, compliant, well-controlled collections activities.
Coaching & Training — translate insights into practical recommendations and provide ongoing coaching to team leaders and customer-facing staff.




Complaints Management — lead investigation and resolution of complex IDR and AFCA complaints, with well documented, well reasoned responses.
Risk & Compliance — support compliance reviews, risk assessments and control testing, and contribute to incident management and root-cause analysis.
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
Robust 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 Power BI
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, safe, 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 .

📌 Credit Management Specialist (Perth)
🏢 Keystart
📍 Perth