JOB  DETAILS

As a Collections Officer, you make sure our customers are looked after and our loans are serviced well across their full tenure. It is about knowing your customers, getting ahead of issues early, and giving people genuine help and great service when their circumstances change. You keep accounts on track from settlement through to close, handle arrears and hardship with care, and manage the small number of files that need recovery. Y

• Manage a dedicated loan portfolio throughout its lifecycle, building strong relationships with customers and brokers while ensuring accounts comply with terms.
• Oversee key loan lifecycle milestones, including maturities, rate resets, and review dates to proactively resolve potential issues before they escalate.
• Assess and process extension, variation, and restructure requests within internal policy guidelines.
• Provide warm, clear, and supportive service across all calls and written correspondence, maintaining professionalism during challenging conversations.
• Handle delinquent accounts end-to-end by making prompt contact, negotiating realistic repayment arrangements, and tracking them to resolution.
• Identify early signs of financial distress or vulnerability, assessing hardship applications on merit in accordance with policy and statutory obligations.
• Maintain strict compliance with the National Credit Code, ASIC guidelines, and company credit and collections policies.
• Adhere to conduct standards by identifying potential complaints, resolving issues early, and referring matters to Internal Dispute Resolution when required.
• Deliver accurate arrears reporting for executive oversight while flagging emerging risk trends and systemic issues early.
  

• Experience in collections, loan servicing, hardship or customer care, ideally within a bank, non-bank lender or fintech.
• A warm, empathetic manner, with the ability to hold a firm line and negotiate outcomes without losing the customer’s trust.
• A genuine customer first mindset and a real desire to help people.
• Sound knowledge of the National Credit Code, responsible lending and hardship obligations, or the appetite to learn them quickly.
• Strong organisation and follow-through, so nothing slips through the cracks.
• Comfortable in a fast-moving fintech where processes and frameworks are still being built.

   

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