The Company Our client is a well-established, Australian-based non-bank lender operating within the residential mortgage market, supporting a diverse portfolio of owner-occupiers and investors nationwide. With a strong focus on responsible lending and long-term customer outcomes, the business has built a solid reputation for professionalism, integrity and consistency in the way it supports borrowers. The organisation operates in a well-governed, regulated environment and places a strong emphasis on compliance, risk management and customer fairness. Rather than a transactional approach to collections, the business is committed to early engagement, proactive communication and working collaboratively with customers to resolve repayment issues before they escalate. Internally, the culture is professional, supportive and team-oriented. Leaders are visible and accessible, training is structured, and processes are clearly defined, enabling staff to perform at a high level while maintaining a genuine customer-first mindset. The Role This opportunity sits within an early arrears team and focuses on proactive customer engagement rather than late-stage collections. The role is centred on identifying issues early, having constructive conversations and helping customers get back on track. Key responsibilities include: Proactively contacting customers in early arrears to discuss missed or upcoming repayments Understanding customer circumstances and providing clear, empathetic guidance Setting up short-term payment arrangements and monitoring outcomes Identifying hardship indicators and escalating matters where appropriate Maintaining accurate system notes and records in line with compliance obligations Liaising with internal teams including hardship, credit and operations You To be successful, you’ll ideally bring: Min 12 months experience in mortgage collections OR 12 months experience working in collections or customer service in a financial services business A customer-focused approach with strong communication and negotiation skills Confidence having payment-related conversations in a professional, respectful manner Solid understanding of compliance and responsible lending expectations Strong attention to detail and ability to manage multiple accounts How to Apply If you have experience in mortgage collections or have worked in customer service or collections in the financial services sector, and are looking for a role that values empathy, accountability and strong outcomes, we’d love to hear from you. Send your application or call Sarah Bolster on 02 9002 5001 for a confidential discussion.
