This is a fantastic opportunity to join a purpose-led fintech focused on improving the financial wellbeing of Australians. Our client provides innovative lending products and financial tools that help customers reduce debt, improve their credit profile and take control of their financial future. You’ll join a collaborative and supportive culture where leaders are empowered to coach their teams, improve processes and deliver better customer outcomes. This is a hands-on leadership position managing a team of Financial Assistance Officers supporting customers experiencing arrears or financial hardship. You will lead team performance across Sydney and Manila, ensuring customers are treated with fairness, empathy and compliance while achieving strong operational outcomes. INCLUDED IN WHAT YOU’LL DO: Lead, coach and develop a Collections / Hardship team Monitor KPIs, contact rates and arrears performance Conduct quality assurance across calls and written communications Manage escalations and complex customer cases Improve collections processes and customer outcomes Implement strategies to improve cure rates and roll rates Work with internal teams and external vendors to improve collections practices Support customers directly when required WHAT YOU HAVE: You’re a people-first leader who understands both the operational and human side of collections. Experience leading collections, hardship or financial assistance teams Strong knowledge of NCCP, debt collection guidelines and credit reporting frameworks Experience supporting vulnerable customers and hardship situations Strong communication and stakeholder engagement skills Ability to coach teams and drive performance Solid reporting and data analysis skills (Excel or Google Sheets) If you’re passionate about helping customers and developing high-performing teams, we’d love to hear from you! APPLY NOW! Frankie
