Collections Officer

Bridgit

Sydney

Hybrid

AUD 65,000 - 90,000

Full time

8 hours ago

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Benefits offered by this job

Birthday leave

Kudos leave

Life-event leave

Remote work 2 weeks per year

Training budget

Parental leave

Gym membership discount

Team lunches

Job summary

Bridgit is seeking a Collections Officer in Sydney to manage loan servicing and customer relationships across the tenure. You’ll proactively address issues, guide customers through changes, and ensure service that aligns with Bridgit’s standards.

Join a fintech with a strong growth trajectory and a commitment to responsible lending. You’ll operate from the Sydney CBD with a hybrid work pattern and a focus on supportive, customer‑first outcomes.

Qualifications

Experience in customer support service, loan servicing, hardship or customer care, ideally with residential mortgages in a bank, non‑bank lender, fintech or broker office.
A warm, empathetic manner, with the ability to hold a firm line and negotiate outcomes without losing the customer’s trust.
A genuine customer‑first mindset and a real desire to help people, especially those doing it tough.
Sound knowledge of the National Credit Code, responsible lending and hardship obligations, or the appetite to learn them quickly.
Strong organisation and follow‑through, so nothing slips through the cracks.
Clear, accurate written communication and disciplined record‑keeping habits.
Comfortable in a fast‑moving fintech where processes and frameworks are still being built.

Responsibilities

Own a portfolio of loans across their tenure, building real relationships with customers and brokers.
Get ahead of issues before they become problems, reaching out early and helping customers through changes.
Provide clear, warm, helpful service on every call and email.
Ensure accounts perform to terms and guide issues.
Monitor dates like maturity and rate resets; manage outcomes.
Keep accurate file notes for the team.
Manage arrears accounts end to end; prompt contact with customers.
Negotiate repayment arrangements fitting the customer's circumstances.
Follow through to completion; re-engage customers who go missing.
Assist with keeping arrears reporting accurate for leadership.
Spot signs of financial hardship early; follow Protecting Vulnerable Customers policy.
Work with Collections Manager on hardship applications.
Communicate outcomes clearly and with care.
Work within the National Credit Code, ASIC guidance, and policies.
Flag emerging risk trends and potential complaints early.

Skills

Customer support

Loan servicing

Hardship handling

Customer care

National Credit Code knowledge

Negotiation

Communication

Job description

About Us

Bridgit is a leading non-bank lender transforming the way Australians access property equity. Purpose‑built to make property transactions faster and easier, we pioneered the Buy Now, Sell Later solution – empowering homeowners to unlock their property equity and move on their terms. With a simple digital application, fast approvals, and flexible loan options, we’re making property finance seamless and stress‑free.

About Us

Bridgit is a leading non‑bank lender transforming the way Australians access property equity. Purpose‑built to make property transactions faster and easier, we pioneered the Buy Now, Sell Later solution – empowering homeowners to unlock their property equity and move on their terms. With a simple digital application, fast approvals, and flexible loan options, we’re making property finance seamless and stress‑free.

We’re now five years old and making huge strides. We have accredited over three‑quarters of Australia’s broker network, and launched white label solutions with Australia’s largest aggregators – Connective, Aussie Home Loans, Finsure, and Loan Market Group – and we’re just getting started.

Our momentum has been recognised with awards such as Best Growth Story at the 2025 Fintech Awards, 2025 Finder People’s Choice Award for Lending Innovation, the finalist for Excellence in Lending (Business & Consumer) at the 2025 Finnies, Deloitte's tech fast 50 2025 and finally; being recognised as one of LinkedIn’s top 20 Start Up’s in Australia 2025.

THE DIFFERENCE YOU'LL MAKE

As a Collections Officer, you make sure our customers are looked after, and our loans are serviced well across their full tenure. It is about knowing your customers, getting ahead of issues early, and giving people genuine help and great service when their circumstances change. You keep accounts on track from post settlement through to close, work with customers to make sure they are on track to be able to close their loan and complete their exit strategy and make sure they are meeting the conditions of their loan. You sit in the second line under the Head of Credit Risk and play a direct role in looking after both the customer and Bridgit’s book.

What You’ll Do

Look after your customers

Own a portfolio of loans across their tenure, staying close to customers and their brokers and building real relationships along the way.

Get ahead of issues before they become problems, reaching out early and helping customers find a way through when things change.

Give clear, warm, genuinely helpful service on every call and every email, so customers feel looked after even in hard conversations.

Keep loans on track

Make sure each account is performing to its terms and provide guidance if there are any issues.

Monitor accounts approaching key dates such as maturity, rate resets and review points, and manage each through to the right outcome.

Keep accurate, contemporaneous file notes so the status and next action on every loan is clear to the wider team.

Resolve arrears with care

Manage arrears accounts end to end, making contact promptly and working with customers to find a practical way back on track.

Negotiate repayment and catch‑up arrangements that suit the customer’s circumstances while protecting Bridgit’s position.

Follow arrangements through to completion, re‑engaging customers who fall out of contact.

Assist with keeping arrears reporting accurate so the Head of Credit Risk and Risk Council have a clear view of the book at all times.

Support customers doing it tough

Spot signs of financial hardship or vulnerability early and handle these customers in line with Bridgit’s Protecting Vulnerable Customers Policy and our hardship obligations.

Work with the Collections Manager to assess hardship applications fairly and on their merits.

Communicate outcomes clearly and with genuine care, so customers understand their options and next steps.

Do it the right way

Work within the National Credit Code, ASIC guidance and Bridgit’s credit and collections policies at all times.

Handle every interaction to Bridgit’s conduct and complaints standards, recognising and referring matters that may fall under our internal dispute resolution process.

Flag emerging risk trends, systemic issues and possible complaints early so we can get ahead of them.

Experience You'll Bring

Experience in customer support service, loan servicing, hardship or customer care, ideally with residential mortgages in a bank, non‑bank lender, fintech or broker office.

A warm, empathetic manner, with the ability to hold a firm line and negotiate outcomes without losing the customer’s trust.

A genuine customer‑first mindset and a real desire to help people, especially those doing it tough.

Sound knowledge of the National Credit Code, responsible lending and hardship obligations, or the appetite to learn them quickly.

Strong organisation and follow‑through, so nothing slips through the cracks.

Clear, accurate written communication and disciplined record‑keeping habits.

Comfortable in a fast‑moving fintech where processes and frameworks are still being built.

Why Join Us?

Bridgit values its team, they are the heart of how we build this business. Along with competitive remuneration, slick offices and the chance to be part of an innovative, agile fintech, we also offer: