Collections Officer

Branded Financial Services Ltd; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Branded Financial Services Ltd is expanding its collections team in Australia. You will work with customers under financial pressure, guiding them through options and sustainable payment plans with empathy and clear communication.

Ideal candidates bring experience in regulated financial services, strong written and verbal communication, and a problem-solving mindset. You will collaborate with internal teams, maintain records, and follow regulated processes to achieve the best outcomes.

Qualifications

• Experience in financial services, banking, lending, or a similar regulated environment.
• Strong written and verbal communication skills.
• Calm, professional approach to tough conversations.

Responsibilities

• Building genuine relationships with customers and understanding their current situation.
• Having confident but empathetic conversations about overdue accounts.
• Working with customers to set up sustainable arrangements and payment plans.
• Advising customers on available options and explaining obligations clearly.
• Collaborating with internal teams to resolve issues and ensure the best outcomes.
• Maintaining accurate records and following regulated processes.
• Contributing to continuous improvement by sharing insights and feedback.

Skills

Financial services experience

Strong communication skills

Calm, professional approach

Problem-solving mindset

Organisational skills

Resilience and team-first attitude

Job description

We’re on a mission to become the best specialist lending company in Australia and New Zealand, and we’re looking for ambitious, driven people to help get us there.

We’ve got bold goals and a clear vision for the future. That means exciting opportunities for those ready to champion new ideas, challenge the status quo, and grow alongside us.

If you’re hungry to make an impact, thrive in a fast-paced environment, and love turning ideas into action – you’ll feel right at home here.

As our business continues to grow, so does our collections team. If your someone who enjoys problem solving, building relationships and helping customers with a way forward, this could be the role for you.

The Role:

We’re on the hunt for even more Collections specialists to join our growing team. Every day you’ll have the chance to make a real impact by working closely with customers experiencing financial pressure, helping them understand their options and find a way forward. Using your problem solving abilities, sound judgement and strong communication skills, you’ll guide customers through the next steps with clarity, confidence and empathy.

This is an excellent opportunity for someone who is resilient, customer focused and motivated by helping people find practical solutions, while building a rewarding career within a growing business.

What you’ll be doing

• Building genuine relationships with customers and understanding their current situation
• Having confident but empathetic conversations about overdue accounts
• Working with customers to set up sustainable arrangements and payment plans
• Advising customers on available options and explaining obligations clearly
• Collaborating with internal teams to resolve issues and ensure the best outcomes
• Maintaining accurate records and following regulated processes
• Contributing to continuous improvement by sharing insights and feedback

What you’ll bring

• Experience in financial services, banking, lending, insurance, or a similar regulated environment is preferred
• Strong communication skills - both written and verbal
• A calm, professional approach to tough conversations
• A problem-solver’s mindset and a genuinely helpful attitude
• Solid organisational skills and comfort working with systems and processes
• Resilience, positivity, and a team-first approach

Our values are the fabric of what makes BFS, BFS

They guide our decisions, shape how we work, set the standards we hold ourselves and each other to, and build the trust that brings us together.

Champion the Customer: We put people at the heart of every decision

Win Together: We achieve more when we work as one

Do What’s Right: We act with integrity and take responsibility

Be Curious: We keep an open mind to new possibilities

Together, these values help create a workplace where people can grow, contribute and do their best work.