Job Description

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.

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Your new role

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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.

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In this role, you will:

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- Manage a portfolio of residential mortgage accounts across arrears, hardship and recoveries
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- Support customers experiencing financial difficulty and help them navigate available assistance options
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- Assess financial information and hardship applications to determine suitable outcomes
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- Negotiate sustainable repayment arrangements and long-term solutions
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- Build strong relationships with customers through empathetic and professional communication
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- Work closely with internal stakeholders to achieve positive customer and business outcomes
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- Manage correspondence and regulatory requirements in line with lending obligations
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- Assist with legal recovery processes where required
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What you'll need to succeed

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- Previous experience managing mortgage accounts from early arrears and hardship through to legal recovery and enforcement action
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- Experience within an Australian non-bank lender
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- Strong understanding of hardship assessment and customer assistance principles
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- Excellent communication and negotiation skills with the ability to handle sensitive conversations
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- High level of empathy, resilience and problem-solving ability
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- Knowledge of NCCP and regulated collections practices will be highly regarded
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- Australian citizenship or Permanent Residency
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What you'll get in return

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- Take ownership of a broad portfolio spanning early arrears, hardship, recoveries and legal collections
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- Gain end-to-end exposure across the full residential mortgage collections lifecycle
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- Hybrid working model offering flexibility and work-life balance
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- Prospect to work closely with senior leaders and key decision makers across the business
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- Highly autonomous role with genuine ownership and visibility
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- Join a growing non-bank lender during an exciting period of expansion
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- Develop specialist expertise within mortgage hardship, recoveries and regulatory collections
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- Stable long-term opportunity with strong career development potential
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📌 Mortgage Collections Officer (New South Wales)
🏢 Rashi Joshi
📍 New South Wales