About us

Athena Home Loans burst into the industry in 2019 to shake things up and change home loans for good. We're reimagining home loans and showing Australia there's a lender on their side. Home loans are all we do. We continue to rewrite the rules of home lending, creating tools, products and policy that put the power back in our customers' hands. Athena has been recognised amongst multiple consumer lending and industry awards including Canstar Outstanding Value and Innovation Excellence awards, RateCity and Mozo awards, and Fintech Lender of the year and made AFR Boss best places to work list.

About the role

As Athena continues to redefine customer support in Australian lending, we are seeking a Senior Collections Lead who is a problem-solver, portfolio specialist, and customer advocate to manage end-to-end mortgage arrears from early intervention through to late-stage recoveries, including bridging loan defaults. You will drive sustainable customer outcomes and help shape the operational foundations of Athena Assist. This is a hands-on specialist role within significant ownership and opportunity for influence.

Key responsibilities

- Manage an end-to-end arrears portfolio, using proactive engagement and data driven insights to prevent customers moving into deeper delinquency

- Manage cases of non-monetary default and unresolved bridging loan maturity within Athena's processes, procedures and policies

- Work directly with customers to implement sustainable repayment strategies and catch-up plans suited to their individual circumstances





- Prepare and refer appropriate matters to external service providers and monitor progress and outcomes

- Help the Head of Athena Assist identify friction points in current workflows, suggest practical improvements, and help develop automated workflows and customer contact strategies

- Monitor trends within assigned cases and provide feedback on credit quality and customer behaviour to the wider Risk team

- Ensure all risk and compliance standards are maintained

- Support colleagues and contribute to the performance of your Team

- Liaise with Clients in a professional manner and provide regular updates on the progress of their application from submission

- Work autonomously and demonstrate attention to detail, including having strong data entry skills with a high accuracy rate

About you

- At least three years' experience in a mortgage or consumer collections role

- Ability to manage complex cases, balance customer and commercial considerations, and make sound decisions within delegated authority

- Comfortable navigating CRM systems and automated workflows

- Ability to have difficult conversations while maintaining Athena's brand voice and respect for the customer

- Ability to work effectively in a high-pressure environment

- Robust data entry skills with a high accuracy rate

Benefits

- Inclusive, Flexible and casual working environment

- Hybrid working with HQ Anchor Days in award winning office space

- Wellbeing program to support your physical, mental, social and financial health

- Perks program with access to discounts to every day expenses

- Fantastic team culture with monthly events

📌 Senior Collections Lead (Sydney)
🏢 Athena Home Loans
📍 Sydney