Loan Servicing Specialist - Residential & Commercial lending

Keegan Adams Recruitment; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Sydney CBD offices

Birthday leave

Wellbeing initiatives

Career development

Supportive team environment

Job summary

Keegan Adams Recruitment partners with a fast-growing Australian non-bank lender specialising in short-term residential and property-backed finance. We seek a Loan Servicing Specialist to own a portfolio of active loans and proactively support customers through the post-settlement lifecycle.

This role focuses on engaging with customers and brokers ahead of milestones, identifying issues early, and driving practical outcomes before arrears or default arise. Hybrid work in Sydney CBD is offered.

Qualifications

• Experience across mortgage servicing, loan operations, collections, hardship or customer support within banking, non-bank lending or fintech.
• Strong understanding of residential lending and the mortgage lifecycle.
• Proactive communicator with excellent written and verbal skills.
• Ability to manage sensitive conversations and negotiate outcomes.

Responsibilities

• Manage a portfolio of active short-term property-backed loans (residential and commercial).
• Proactively contact customers ahead of maturity dates and key milestones.
• Work with customers and brokers to understand repayment and exit strategies.
• Support loan extensions, variations and restructures per policy.
• Manage smaller portfolio of arrears and matured loans through to resolution.
• Identify customers in financial difficulty and support hardship applications.
• Escalate risks to credit and senior stakeholders.
• Maintain accurate records meeting regulatory requirements.
• Collaborate with Credit, Operations and other teams to deliver outcomes.

Skills

Mortgage servicing

Loan operations

Collections

Customer support

Hardship handling

Job description

Loan Servicing Specialist - Residential & Commercial lending

We are partnering with a fast-growing Australian non-bank lender specialising in short-term residential and property-backed finance.As the business continues to scale, they are looking for a Collections / LoanServicing specialist to take ownership of a portfolio of active loans and proactively support customers throughout the post settlement lending lifecycle.

This is not a traditional high-volume collections role. The focus is on engaging with customers and brokers ahead of key loan milestones, identifying potential issues early and working towards practical outcomes before accounts progress into more serious arrears or default.

Key Responsibilities

• Manage a portfolio of active short-term property backed loans (residential and commercial)
• Proactively contact customers ahead of maturity dates, reviews and other key loan milestones
• Work closely with customers and brokers to understand repayment and exit strategies
• Support loan extensions, variations and restructures in line with internal policy
• Manage a smaller portfolio of arrears and matured loans through to resolution
• Identify customers experiencing financial difficulty and support hardship applications where required
• Escalate emerging risks and more complex matters to Credit and senior stakeholders
• Maintain accurate records and ensure all activity meets regulatory and compliance requirements
• Work closely with Credit, Operations and other internal teams to deliver appropriate customer outcomes

About You

You will ideally bring experience across mortgage servicing, loan operations, collections, hardship or customer support within banking, non-bank lending or fintech with an understanding of the post settlement processes.

You will also bring:

• A strong understanding of residential lending and the mortgage lifecycle
• Confidence managing sensitive customer conversations and negotiating appropriate outcomes
• A proactive approach, with the ability to identify potential issues before they escape
• Strong written and verbal communication skills
• High attention to detail and strong organisational skills
• The ability to work effectively in a fast-paced and evolving environment

Candidates from adjacent backgrounds, including mortgage broking support, real estate services or other property lending environments, may also be considered where there is strong service mentality and knowledge of residential lending and customer portfolio management.

What’s on Offer

• Competitive salary package based on experience
• Hybrid working and Sydney CBD offices
• Additional leave benefits, including birthday and wellbeing initiatives
• Opportunity to join a growing and established non-bank lender
• Genuine career development as the business continues to scale
• Supportive and collaborative team environment