Hardship and Collections Officer

Think Tank Group; North Sydney Council; Presencial; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Thinktank is a leading Australian property lender with a strong presence in North Sydney. As a Hardship & Collections Officer, you will support proactive management of early to mid-stage arrears across the loan portfolio and work closely with the Head of Credit – Collections to balance regulatory compliance with commercial outcomes.

You will engage borrowers under financial stress, collaborate with internal teams and external partners, and contribute to the integrity of Thinktank’s credit

Formación

• 2–3 years' experience in mortgage/commercial property or asset finance collections.
• Experience managing early-stage arrears and hardship applications.
• Understanding AML/CTF obligations, the Privacy Act and the National Consumer Credit Code.
• Strong communication and relationship-building skills.
• High attention to detail with strong analytical and numeracy capability.
• Ability to prioritise workloads, multi-task and remain calm under pressure.
• A professional, ethical and considered approach to customer and stakeholder engagement.

Responsabilidades

• Support the management of the loan book, including proactive management of arrears, defaults and losses.
• Manage daily dishonours and assist with early to mid-stage pre-enforcement proceedings through to resolution.
• Prepare and maintain daily arrears reporting for review.
• Liaise with borrowers in an empathetic and professional manner during times of financial hardship.
• Assist in the assessment, recommendation and ongoing management of hardship applications.
• Work collaboratively with internal stakeholders and external partners including loan servicers, solicitors and valuers.
• Support compliance with legislative, prudential and internal policy requirements.
• Assist with audit processes and support the broader compliance program.
• Contribute positively to a collaborative, ethical and customer-focused team culture.

Conocimientos

Mortgage collections

AML/CTF compliance

Privacy Act knowledge

NCC knowledge

Communication skills

Analytical numeracy

Stakeholder engagement

Descripción del empleo

Thinktank is one of Australia's largest and fastest-growing residential and commercial property non-bank lenders, with a multi-office presence across Australia. Supported by major local and international institutions, Thinktank is well established in the property finance market. Continued growth has created an opportunity for a Hardship & Collections Officer to join our Credit team based in North Sydney.

Role overview

As a Hardship & Collections Officer, you will support the proactive management of early to mid-stage arrears across Thinktank's loan portfolio. Working closely with the Head of Credit – Collections, this role plays a critical part in managing hardship matters with empathy, professionalism and a strong focus on regulatory and commercial outcomes.

You will engage directly with borrowers experiencing financial stress, work collaboratively with internal teams and external partners, and contribute to the ongoing strength of Thinktank’s credit and compliance framework.

Key accountabilities

• Support the management of the loan book, including proactive management of arrears, defaults and losses
• Manage daily dishonours and assist with early to mid-stage pre-enforcement proceedings through to resolution.
• Prepare and maintain daily arrears reporting for review
• Liaise with borrowers in an empathetic and professional manner during times of financial hardship
• Assist in the assessment, recommendation and ongoing management of hardship applications
• Work collaboratively with internal stakeholders and external partners including loan servicers, solicitors and valuers
• Support compliance with legislative, prudential and internal policy requirements
• Assist with audit processes and support the broader compliance program
• Contribute positively to a collaborative, ethical and customer-focused team culture

About you

• 2-3 years' experience in mortgage / commercial property or asset finance collections
• Experience managing early-stage arrears and exposure to hardship applications
• Understanding of AML/CTF obligations, the Privacy Act and the National Consumer Credit Code
• Strong communication and relationship-building skills
• High attention to detail with strong analytical and numeracy capability
• Ability to prioritise workloads, multi-task and remain calm under pressure
• A professional, ethical and considered approach to customer and stakeholder engagement

Why Thinktank?

We are a little bit different at Thinktank. There are no unnecessary bureaucracy, politics or egos. Fairness and transparency sit at the heart of everything we do — how we make decisions, how we work together and how we look after our people.

You’ll be trusted, supported and valued, working alongside knowledgeable and welcoming colleagues who genuinely want you to succeed. We also offer meaningful employee benefits, including Flex Leave in addition to annual leave, and a culture that supports balance and wellbeing.

If you're looking for a role where empathy, integrity and credit expertise come together, we'd love to hear from you.