Most collections roles stop when the file goes to legal. This one doesn't. An Australian home loan lender is looking for a Collections Officer to manage its consumer collections, from the first missed payment through to hardship, enforcement and recovery. You'll be the main point of contact for borrowers going through a difficult time. It suits someone who can have a tough conversation with empathy, and who knows the NCCP well enough to get the process right every time. What you'll be doing
- Contacting borrowers in arrears and negotiating repayment arrangements to bring accounts current
- Assessing hardship applications, verifying supporting documents and explaining the options available
- Handling borrower enquiries and disputes on payments and loan terms
- Running the legal recovery process, including default and enforcement notices, possession proceedings and mortgagee sales
- Working with solicitors and agents, and attending court hearings when required
- Calculating and pursuing post-sale shortfalls, lodging proofs of debt and tracking insolvency recoveries
- Managing your portfolio against KPIs for productivity,



arrears and loan losses
- Reporting on delinquent loans and using collections data to spot trends and improve the process
- Building relationships with introducers and internal teams, including on product switches and hardship programs What you'll bring
- 2+ years' recent mortgage collections experience with a bank or finance company is highly preferred
- Minimum 1 years' experience in mortgage collections essential
- Working knowledge of the NCCP, Corporations Act, PPSA, AML/CTF and Privacy Act, plus ASIC and ACCC debt collection guidance
- Strong negotiation and communication skills, written and verbal
- Resilience, positive judgement and the ability to stay calm in stressful conversations
- High attention to detail in your file notes and record keeping
- Solid Excel skills and comfort working with data
- The ability to manage multiple accounts and work independently
- A finance degree is a plus, but not essential
- Australian citizenship or permanent residency

📌 Collections Officer (Sydney)
🏢 Impel Management
📍 Sydney