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Posted: 10/13/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in loan servicing, collections, and portfolio management, with a strong focus on compliance with the National Credit Code and responsible lending practices. Proven ability to lead and develop teams while maintaining a customer-first mindset, particularly for those experiencing hardship.
Highest-signal resume keywords
Loan ServicingPortfolio ManagementTeam LeadershipNational Credit Code ComplianceData Reporting
About the role
Key responsibilities & impact- Lead, coach and develop the Portfolio Support Officers
- Allocate and balance portfolios across the team
- Run regular file reviews and quality checks
- Act as escalation point for complex or sensitive customer matters
- Own portfolio performance from post settlement through to loan close
- Oversee maturity dates, rate resets, review points and exit strategies
- Build relationships with brokers and partners to resolve issues early
- Ensure loan records and file notes are accurate and current
- Manage arrears and hardship cases and negotiate repayment arrangements
- Approve repayment and catch-up arrangements within delegated authority
- Partner on hardship applications and escalated accounts
- Support customers experiencing hardship or vulnerability in line with policy and obligations
- Own arrears and portfolio reporting for the Head of Credit Risk and Risk Council
- Track arrears ageing, roll rates, maturities and arrangement performance
- Identify emerging risk trends, systemic issues and possible complaints
- Assist with process and reporting improvement projects
- Ensure compliance with the National Credit Code, ASIC guidance and internal policies
- Design and improve servicing, arrears and hardship processes
- Uphold conduct and complaints standards
- Support audits, compliance reviews and regulatory requests
Requirements
What you’ll need- Significant experience in loan servicing, collections, hardship or portfolio management, ideally with residential mortgages in a bank, non-bank lender or fintech
- Proven experience leading, coaching and developing a team, with a track record of lifting performance and service quality
- Warm, empathetic manner with judgement to hold a firm line and negotiate outcomes while maintaining customer trust
- Genuine customer-first mindset and desire to help people, especially those experiencing hardship
- Strong working knowledge of the National Credit Code, responsible lending and hardship obligations
- Confidence with portfolio data and reporting, and ability to turn numbers into clear insights for senior leaders and committees
- Strong organisation and follow-through
- Clear, accurate written communication and disciplined record-keeping
- Comfortable building processes and frameworks from the ground up in a fast-moving fintech
- Successful pre-employment screening, including reference checks and a standard police check
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
- Rooftop at the Sydney HQ office for lunch breaks and team catch-ups
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Portfolio Performance ManagementArrears ManagementQuality ChecksProcess ImprovementNegotiation Skills
Soft Skills
EmpathyCustomer Trust BuildingOrganizational SkillsClear CommunicationJudgment
Industry Keywords
Residential MortgagesHardship ApplicationsRisk ManagementCompliance ReviewsFintech