Collections Officer
Bridgit
Posted: 10/21/2026Portfolio Collections Manager
Bridgit
Posted: 10/21/2026U
Manager, Resource Delivery – Physical Collections
uQ
Posted: 10/14/2026
Manager, Resource Delivery – Physical Collections
UQ College
Posted: 10/14/2026
Customer Collections Specialist
CreditorWatch
Posted: 10/13/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing loan portfolios, providing customer support, and navigating financial hardship situations while adhering to the National Credit Code and responsible lending practices. Strong organizational skills and clear communication are essential for maintaining accurate records and fostering customer relationships.
Highest-signal resume keywords
Loan Servicing ExperienceNational Credit Code KnowledgeCustomer Support ServiceNegotiation SkillsOrganizational Skills
About the role
Key responsibilities & impact- Own a portfolio of loans throughout their tenure
- Maintain relationships with customers and brokers
- Identify issues early and help customers resolve changing circumstances
- Provide clear, warm and helpful service by phone and email
- Ensure accounts perform according to loan terms
- Monitor maturity dates, rate resets and review points
- Maintain accurate, contemporaneous file notes
- Manage arrears accounts end to end
- Negotiate repayment and catch-up arrangements
- Follow arrangements through to completion and re-engage customers who become unreachable
- Support accurate arrears reporting for the Head of Credit Risk and Risk Council
- Identify financial hardship or vulnerability and apply relevant policies and hardship obligations
- Assess hardship applications with the Collections Manager
- Communicate hardship outcomes, options and next steps
- Work within the National Credit Code, ASIC guidance, and credit and collections policies
- Handle interactions according to conduct and complaints standards
- Refer matters that may require internal dispute resolution
- Flag emerging risk trends, systemic issues and potential complaints
Requirements
What you’ll need- Experience in customer support service, loan servicing, hardship or customer care
- Residential mortgage experience in a bank, non-bank lender, fintech or broker office is ideal
- Warm, empathetic manner with the ability to maintain a firm position and negotiate outcomes
- Customer-first mindset and desire to help customers experiencing hardship
- Sound knowledge of the National Credit Code, responsible lending and hardship obligations, or ability to learn them quickly
- Strong organisation and follow-through
- Clear, accurate written communication
- Disciplined record-keeping habits
- Comfort working in a fast-moving fintech where processes and frameworks are still being built
Benefits
Comp & perks- Competitive remuneration
- Birthday leave
- Kudos leave
- Additional paid leave day for life events, celebrations or mental health reset
- Two weeks of remote work from anywhere each year
- Training and development budget for courses, conferences and learning
- Internal learning programmes
- Generous parental leave
- Discounted gym membership
- Catered team lunches
- Social calendar with events throughout the year
- Dog-friendly Sydney HQ office with rooftop
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Loan Portfolio ManagementArrears ManagementHardship Application AssessmentAccurate Record-KeepingFinancial Hardship Identification
Soft Skills
EmpathyClear CommunicationCustomer-First MindsetNegotiationFollow-Through
Industry Keywords
Residential MortgageFintechCredit RiskCollections PoliciesASIC Guidance