Financial Hardship & Client Services Administrator

Partale Talent Pty Ltd; Melbourne; On-site; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Supportive team culture

Long-term career stability

Cross-functional lending operations

Job summary

Partale Talent Pty Ltd seeks a Financial Hardship & Client Services Administrator in Melbourne to support borrowers through hardship, manage loan servicing and settlements, and maintain high-quality customer service in a regulated lending environment.

You will work with borrowers, brokers and solicitors, ensuring compliance and accuracy across the mortgage lifecycle while upholding empathy and professionalism.

Qualifications

• Experience in residential mortgage lending or loan servicing.
• Experience handling financial hardship cases.
• Strong stakeholder management and communication skills.
• Proficiency with Microsoft Office and MYOB.

Responsibilities

• Manage hardship applications and negotiate repayment arrangements.
• Oversee loan servicing inquiries and maintain accurate records.
• Coordinate settlements, discharges and loan variations.
• Collaborate with borrowers, brokers and solicitors to support outcomes.

Skills

Residential mortgage lending

Loan servicing

Financial services

Stakeholder management

Communication

MYOB

Microsoft Office

Tools

MYOB

Microsoft Office

Job description

Partale Talent is proud to be partnering with a highly respected family-owned and operated non-bank lender that has been supporting Australian borrowers for over 80 years. With a reputation built on flexibility, trust and genuine customer care, this non-bank lender has helped more than 30,000 families secure finance solutions when traditional lenders have been unable to assist.

Due to continued growth, our client is seeking a highly capable Financial Hardship & Client Services Administrator to join their Melbourne-based team. This is a unique opportunity to work within a well-established lending business in a role that combines financial hardship management, loan administration, customer service and mortgage operations.

About the Opportunity

As a key member of the Servicing & Collections team, you will work closely with borrowers, mortgage brokers, solicitors, custodians and internal stakeholders to manage a broad range of mortgage administration, customer service and loan servicing activities. A significant focus of the role will involve supporting borrowers experiencing financial hardship, assessing applications, negotiating repayment arrangements and guiding customers towards sustainable outcomes with empathy, professionalism and sound commercial judgement.

This opportunity is ideal for an experienced mortgage servicing, collections, lending or financial services professional who enjoys balancing customer care with compliance, operational excellence and effective decision-making in a fast-paced environment.

Key Responsibilities

• Act as a key point of contact for borrowers, managing financial hardship, arrears and loan servicing enquiries with professionalism, empathy and sound commercial judgement.
• Assess hardship applications, negotiate repayment arrangements and implement appropriate hardship solutions in line with regulatory requirements and company policies.
• Monitor arrears, repayment plans, loan variations and default management activities, maintaining accurate records and escalating complex matters where required.
• Liaise with borrowers, brokers, solicitors and external stakeholders to support positive customer outcomes and recovery strategies.

Loan Administration & Settlements

• Manage customer requests relating to loan accounts, including direct debit changes, redraws, discharges, loan variations and other servicing requirements.
• Coordinate loan administration and settlement activities across the residential mortgage lifecycle, ensuring accuracy, compliance and exceptional customer service.
• Support mortgage settlements, security documentation, construction progress payments and property transaction requirements in collaboration with internal and external stakeholders.
• Calculate discharge figures, review loan documentation and maintain accurate loan, settlement and customer records.
• Process invoices and administrative requests through MYOB and internal systems.

Customer Service, Compliance & Stakeholder Management

• Deliver outstanding customer service while managing sensitive and complex lending matters.
• Build and maintain strong relationships with borrowers, brokers, solicitors, valuers, custodians and other industry stakeholders.
• Ensure compliance with collections, hardship and lending policies, AML/CTF obligations, privacy requirements and regulatory standards.
• Maintain accurate documentation, support audit and compliance activities, and contribute to continuous improvement across servicing, hardship and operational processes.

About You

You are a customer-focused professional with experience in mortgage lending, loan servicing or financial services, combined with the ability to manage sensitive financial hardship matters with empathy, professionalism and sound judgement. You'll enjoy building relationships, solving problems and delivering positive customer outcomes while maintaining compliance and operational excellence.

Experience & Skills

• Experience within residential mortgage lending, banking, financial services, loan servicing, mortgage administration or collections.
• Exposure to financial hardship, arrears management or customer support within a regulated environment.
• Sound understanding of mortgage lending operations, settlements and loan administration.
• Strong stakeholder management skills, with the ability to build relationships across borrowers, brokers, solicitors and external partners.
• Excellent communication, organisational and problem-solving skills.
• Proficiency with Microsoft Office and experience with MYOB or similar financial systems.
• High attention to detail and the ability to manage competing priorities effectively.

Personal Attributes

• Empathetic and professional, with the confidence to manage sensitive customer conversations.
• Strong communicator with excellent relationship-building skills.
• Organised, detail-oriented and highly accountable.
• Resilient, adaptable and solutions-focused.
• Committed to accuracy, compliance and continuous improvement.

What's on Offer?

• Join a highly respected family-owned lender with more than 80 years of industry success.
• Play a meaningful role supporting borrowers through important financial life events.
• Diverse position spanning financial hardship management, loan servicing, settlements and customer relationship management.
• Supportive and collaborative team culture.
• Stable, long-term career opportunity within an established and growing organisation.
• Genuine opportunity to further develop your expertise across lending operations, mortgage servicing and customer solutions.