Collections Officer

Bluestone; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Newly renovated Sydney CBD office

Birthday day off

Friendly, collaborative team culture

Supportive leaders and development

Career progression opportunities

Employee Assistance Program (EAP)

Bluestone Day

Job summary

Bluestone is seeking a mortgage arrears specialist to support customers in financial difficulty, primarily by phone, to establish payment arrangements and settlements. You will manage mid-stage arrears, build trustful relationships, and refer hardship cases to specialists while ensuring accurate reconciliation of accounts.

The role emphasizes empathy, strong communication, and a customer-centric approach within a supportive team in Australia’s lending sector.

Qualifications

• At least two years’ experience in mid-stage collections in a financial services organisation.
• Detailed knowledge of NCCP frameworks and obligations.
• Excellent verbal and written communication skills, with a team-first approach and keen attention to detail.
• Strong customer service orientation with a proven ability to exceed customer expectations.
• Empathy, patience, and a customer-centric mindset when assisting customers in financial difficulty.

Responsibilities

• Manage a portfolio of outstanding mortgage accounts at mid-stage arrears.
• Negotiate, implement, and monitor payment arrangements with customers, ensuring compliance with agreed plans.
• Build rapport and maintain strong, trust-based relationships with customers.
• Identify cases of financial hardship and refer customers to the financial hardship specialists for support.
• Apply a well-developed understanding of reconciliation processes to resolve account discrepancies.
• Efficiently resolve customer queries and issues, ensuring a high level of service.

Skills

Mid-stage collections experience

NCCP frameworks knowledge

Verbal and written communication

Customer service orientation

Negotiation skills

Empathy and customer-centric mindset

Job description

Over the past 25 years, Bluestone has become a trusted leader in Australian lending, known for delivering flexible, innovative, and straightforward lending solutions. At the heart of everything we do is a commitment to support more Australians achieve their dream of homeownership, because we believe everyone deserves the chance to build their future.

Are you ready to join one of Australia's fastest growing lenders?

The Role:

Working as part of a motivated and friendly team, this role supports customers who are experiencing payment difficulties. Your primary responsibility is to engage with customers by phone, understand the reasons behind their arrears, and work collaboratively to find suitable solutions to resolve overdue accounts. Using empathy and negotiation skills, you’ll establish and maintain payment arrangements and negotiate settlements.

Responsibilities include:

• Manage a portfolio of outstanding mortgage accounts at mid-stage arrears.
• Negotiate, implement, and monitor payment arrangements with customers, ensuring compliance with agreed plans.
• Build rapport and maintain strong, trust-based relationships with customers.
• Identify cases of financial hardship and refer customers to the financial hardship specialists for support.
• Apply a well-developed understanding of reconciliation processes to resolve account discrepancies.
• Efficiently resolve customer queries and issues, ensuring a high level of service.

About you

• At least two years’ experience in mid-stage collections, within a financial services organisation.
• Detailed knowledge of relevant NCCP frameworks and obligations.
• Excellent verbal and written communication skills, with a team-first approach and keen attention to detail.
• Strong customer service orientation with a proven ability to exceed customer expectations.
• Empathy, patience, and a customer-centric mindset when assisting customers in financial difficulty.
• Strong negotiation skills with the ability to overcome objections confidently and professionally.

Why Bluestone?

Our most important asset is our people. We're committed to investing in our employees and offer a range of holistic perks and benefits to support individual needs. Our supportive and inclusive culture enables our people to grow and learn, to achieve their personal and professional goals, through collaboration and innovation. Some of our benefits include:

• Newly renovated Sydney CBD office, including daily breakfasts and fruit bowls, end -of-trip facilities, and regular team events
• An additional day off for your birthday… you're worth celebrating!
• Friendly, collaborative team culture
• Supportive leaders who invest in your development
• Growing company with career progression opportunities
• Employee Assistance Program (EAP)
• Bluestone Day

Next Steps

Bluestone is an equal opportunity employer and welcomes applications from individuals of all backgrounds. If you are invited to an interview, please advise us if you require any reasonable adjustments during the interview process.

If you have any further questions, please reach out to us at ***********@bluestone.com.au