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, efficient 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 current 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
Reliable long-term opportunity with strong career development potential
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📌 Mortgage Collections Officer (New South Wales)
🏢 Rashi Joshi
📍 New South Wales