Collections & Hardship Specialist

? Sydney CBD | Hybrid Working (2 Days WFH) | $80,000 - $90,000 Super

Make a Real Difference with a Member-First Mutual Bank

Are you an experienced Collections or Hardship professional who thrives on helping customers navigate challenging circumstances?

We're partnering with a respected Mutual Bank based in the Sydney CBD that is committed to putting its members first. With a strong focus on customer care, ethical practices and employee development, this is an opportunity to join an organisation where your work genuinely impacts people's financial wellbeing.

The Opportunity

As a Collections & Hardship Specialist, you'll manage a portfolio of early-stage delinquent accounts, working closely with customers to understand their circumstances and develop sustainable solutions.

This role is more than collections. It's about building trust, supporting customers through financial hardship, and delivering positive outcomes while ensuring compliance with industry regulations and responsible lending practices.

Key Responsibilities

- Manage and monitor early-stage delinquent accounts

- Assist customers experiencing financial hardship and assess appropriate support options

- Negotiate repayment arrangements and tailored solutions

- Deliver ethical and compliant collections practices

- Identify and escalate vulnerable customer and potential fraud cases





- Work collaboratively with internal teams and external stakeholders to resolve complex matters

- Maintain accurate records and portfolio reporting

- Identify opportunities to improve processes, efficiency and customer outcomes

- Ensure compliance with relevant legislation, policies and industry standards

About You

You'll bring

- Experience in Collections, Hardship, Recoveries, Credit Management or Mortgage Collections

- Strong knowledge of hardship processes and collections compliance requirements

- Excellent communication and negotiation skills
- A compassionate and customer-focused approach
- The ability to manage sensitive conversations with professionalism and empathy

- Strong attention to detail and organisational skills

What's on Offer?

✅ Sydney CBD location ✅ Hybrid working model (2 days from home) ✅ $80,000 - $90,000 Super ✅ Join a respected Mutual Bank with a strong reputation for customer care ✅ Career progression and career development opportunities ✅ Supportive, collaborative and values-driven culture ✅ Opportunity to make a genuine difference to customers when they need it most

If you're passionate about customer outcomes and ready to take the next step in your collections or hardship career, we'd love to hear from you.

📌 Collections and Hardship (Sydney)
🏢 Hays Recruitment
📍 Sydney