Help customers navigate financial hardship while developing your expertise across hardships & recoveriesYour 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 new 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 optionsAssess financial information and hardship applications to determine suitable outcomesNegotiate sustainable repayment arrangements and long-term solutionsBuild strong relationships with customers through empathetic and professional communicationWork closely with internal stakeholders to achieve positive customer and business outcomesManage correspondence and regulatory requirements in line with lending obligationsAssist with legal recovery processes where requiredWhat you'll need to succeed Previous experience managing mortgage accounts from early arrears and hardship through to legal recovery and enforcement actionExperience within an Australian non-bank lenderStrong understanding of hardship assessment and customer assistance principlesExcellent communication and negotiation skills with the ability to handle sensitive conversationsHigh level of empathy, resilience and problem-solving abilityKnowledge of NCCP and regulated collections practices will be highly regardedAustralian citizenship or Permanent Residency What you'll get in return Take ownership of a broad portfolio spanning early arrears, hardship, recoveries and legal collectionsGain end-to-end exposure across the full residential mortgage collections lifecycleHybrid working model offering flexibility and work-life balance Opportunity to work closely with senior leaders and key decision makers across the businessHighly autonomous role with genuine ownership and visibilityJoin a growing non-bank lender during an exciting period of expansionDevelop specialist expertise within mortgage hardship, recoveries and regulatory collectionsStable long-term opportunity with robust career development potentialWhat you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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📌 Mortgage Collections Officer (Sydney)
🏢 Hays
📍 Sydney