Collections Officer (Max-Term Contract - 12 months)Job Title: Collections Officer (Max-Term Contract - 12 months)Location: North SydneyEmployment Type: Full-TimeIndustry: Financial Services / Consumer LendingAbout UsAn established consumer lending fintech business is seeking an experienced and hands-on Collections Officer to help operate and continuously enhance its collection's function.This role combines frontline collections execution with responsibility for contributing to process improvement, reporting, and performance optimisation.
You will manage arrears across the collections lifecycle, engage directly with customers to negotiate payment outcomes, and support the ongoing enhancement of collections processes in a growing regulated lending environment.This role is well suited to someone comfortable rolling up their sleeves operationally, while also using data, judgement, and regulatory awareness to improve collections outcomes.Key ResponsibilitiesCollections OperationsManage a portfolio of customer accounts across early, mid and late-stage delinquencyConduct outbound and inbound collections activity, including arrears follow-up, payment negotiations, and account resolutionNegotiate sustainable payment arrangements and resolve arrears efficiently while delivering fair customer outcomesAssess customer circumstances, identify hardship indicators, and expedite or refer cases appropriately in line with internal policies and regulatory requirementsFollow up on broken payment arrangements and missed commitmentsMaintain accurate and timely case notes, customer interactions,



and outcomes within internal systemsSupport recovery outcomes while balancing compliance obligations and customer treatment standardsCollections Process ImprovementContribute to refinement of collections procedures, workflows and controlsSupport improvements to call strategies, segmentation and escalation processesAssist in developing playbooks, scripts and standard operating proceduresIdentify opportunities to improve collections processes, controls and customer outcomesEnsure all collections activity aligns with NCCP obligations, hardship requirements, RG271 and internal compliance standardsAnalytics & ReportingMonitor and analyse key collections performance metrics including DPD buckets, cure rates, roll rates, and promise-to-pay performancePrepare regular reporting and performance insights to support operational decision-makingIdentify trends, risks, and opportunities within the loan portfolio and recommend practical actionsWork closely with Credit, Risk and Operations teams to improve arrears management outcomes and portfolio performanceAbout You4-7 years' experience in collections, arrears management or consumer finance servicing environmentsStrong hands-on collections capability,



including high call volumes, complex negotiations, and managing delinquent portfoliosExperience contributing to collections process improvements, controls or frameworks preferredSound understanding of hardship handling, responsible collections practices, and relevant regulatory obligationsStrong analytical capability with experience interpreting collections metrics and producing reporting insightsExcellent verbal and written communication skills, including documentation and customer negotiation skillsComfortable working with collections systems, CRM platforms and data-driven workflowsExperience in unsecured consumer lending or fintech environments highly regardedExposure to hardship assistance, IDR processes or AFCA-related matters highly regardedCapabilities & AttributesComfortable operating autonomously in a hands-on role while contributing to process improvementsOutcomes-focused with a strong sense of ownership and accountabilityCalm, empathetic and professional when handling difficult customer situationsPractical problem solver with strong judgementContinuous improvement mindset with strong execution focusAble to work effectively in a fast-paced, evolving environmentWhat will you get in return?
Competitive salary aligned with market standardsFlexible working arrangementsA cooperative and high-performance team cultureCareer growth opportunities within a scaling fintech lending businessOngoing training and professional development
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📌 Collections Officer (Max-Term Contract - 12 Months) (New South Wales)
🏢 Avyaya Consulting
📍 New South Wales