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, productive 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

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📌 Mortgage Collections Officer (City of Sydney)
🏢 Rashi Joshi
📍 City of Sydney