Collections Officer

Bluestone Home Loans LLC; Sydney; Hybrid; AUD 65,000 - 88,000; Full time

Benefits offered by this job

Competitive salary

Sydney CBD office

Birthday leave

Employee Assistance Program (EAP)

Parental Leave

Volunteer Leave

Career progression opportunities

Team events

Job summary

Bluestone Home Loans LLC in Sydney is seeking a Mortgage Collections Officer to support customers facing payment difficulties. You will engage by phone, understand arrears causes, and work with customers to arrange solutions while maintaining data integrity.

This role requires strong negotiation, empathy, and regulatory compliance. You will collaborate with Legal and Asset Realisation teams and handle administrative tasks to support collections operations.

Qualifications

• Previous experience in a collections role in Banking & Finance is preferred but not required.
• Proven ability to succeed in a busy, fast-paced environment.
• Proficiency using multiple communication channels to engage customers.
• Strong customer service orientation and ability to exceed expectations.

Responsibilities

• Manage a portfolio of mortgage accounts across arrears lifecycle (including Mortgagee in Possession).
• Negotiate and monitor payment arrangements, aiming for sustainable outcomes.
• Build rapport and trust-based relationships with customers.
• Refer hardship cases to specialists and ensure regulatory compliance.
• Collaborate with Bluestone’s Legal and Asset Realisation teams; perform admin tasks and reports.

Skills

Negotiation

Empathy

Customer service

Communication

Problem solving

Job description

• Make a real impact by helping customers through financial hardship while building strong, trust-based relationships.
• Enjoy variety every day with a hybrid role combining collections, administration, and cross-team support.
• Grow your career in financial services with a supportive team, compliance-driven processes, and opportunities to learn across multiple functions.

• Make a real impact by helping customers through financial hardship while building strong, trust-based relationships.
• Enjoy variety every day with a hybrid role combining collections, administration, and cross-team support.
• Grow your career in financial services with a supportive team, compliance-driven processes, and opportunities to learn across multiple functions.

Over the past 25 years, Bluestone has become a trusted leader in Australian lending, known for delivering flexible, innovative, and straightforward solutions that break the mould of traditional lending. 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.

We offer our award-winning lending solutions directly to brokers, allowing them to help their clients; from the self-employed, to those with imperfect credit or seeking niche lending needs. It’s this spirit of constant innovation and relentless customer focus that earnt us the title of 2025 Non-Bank of the Year.

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

About The Role

As a Mortgage Collections Officer, you will play a critical role within our financial services team, supporting customers who are experiencing payment difficulties. Your primary responsibility will be to engage with customers by telephone, understand the reasons behind their arrears, and work collaboratively to find suitable solutions to resolve overdue accounts. You will use your strong negotiation skills to establish and maintain payment arrangements, negotiate settlements, and provide empathetic support to customers facing financial hardship. Accurate record-keeping and strict adherence to regulatory and compliance standards are essential to ensure the protection and integrity of customer data.

Key Accountabilities & Responsibilities

• Manage a portfolio of outstanding mortgage accounts across the full arrears lifecycle, including Mortgagee in Possession and Asset Realisation stages.
• Achieve sustainable outcomes for both customers and the business through effective recovery of outstanding 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.
• Maintain strong knowledge of relevant legislative and regulatory requirements related to collections activities.
• Efficiently resolve customer queries and issues, ensuring a high level of service.
• Collaborate closely with Bluestone’s Legal and Asset Realisation teams to ensure the effective execution of the collection's strategy.
• Perform a range of administrative tasks to support Collections operations, including document management, data entry, and preparation of reports.
• Backfill the Collections Officer, Hardship Officer, and Realisations Officer roles as required from time to time.

Your Experience

• Previous experience in a collections role within the Banking & Finance industry is preferred by not required.
• Demonstrated success working in a busy, fast paced environment.
• Proficiency in using a range of communication channels to effectively engage customers.
• Strong customer service orientation with a proven ability to exceed customer expectations.

About You

• Strong negotiation skills with the ability to overcome objections confidently and professionally.
• Empathy, patience, and a customer-centric mindset when assisting customers in financial difficulty.
• Strong problem-solving abilities and critical thinking skills, particularly in high-pressure or challenging situations
• Excellent verbal and written communication skills, with a team-first approach and keen attention to detail.

What makes us a great place to work?

Benefits

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:

• Competitive salary
• 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
• Parental Leave
• Volunteer Leave

Next Steps

Bluestone is an equal opportunity employer and welcomes applications from individuals of all backgrounds. Our hiring decisions are based on your experience, skills, enthusiasm, and your future potential in the role. If you feel that you meet some, but not all the requirements above, we still encourage you to apply. If you are invited to an interview, please advise us if you require any reasonable adjustments during the interview process, and what pronouns you use.

If you have any further questions, please reach out to us at ***email_hidden***