Mortgage Collections Officer

Oxygen Recruitment & HR; Sydney; Hybrid; AUD 81,000 - 99,000; Full time

Benefits offered by this job

Flexible working arrangements

Career progression

Job summary

Oxygen Recruitment & HR is seeking a Mortgage Collections Specialist in Sydney to provide exceptional service and drive outcomes for customers in financial difficulty. You will manage delinquent home loan accounts, assess hardship needs and negotiate sustainable repayment plans within a regulated framework.

You'll liaise with brokers, solicitors and AFCA, applying NCCP and Privacy Act requirements while maintaining strong stakeholder relationships.

Qualifications

• Experience in secured or unsecured debt collections within financial services.
• Mortgage collections experience is highly regarded.
• Experience with hardship assistance and response to vulnerable customers is desirable.

Responsibilities

• Manage a portfolio of delinquent home loan accounts across early and late-stage arrears.
• Monitor account status and respond to customer and broker enquiries.
• Negotiate sustainable repayment arrangements, including capitalisation, loan variations and payment plans.
• Identify financial hardship and work with internal teams to assess and implement hardship assistance.
• Liaise with external stakeholders, including brokers, solicitors, valuers and AFCA.
• Assist with skip tracing, escalations and, where required, default and enforcement processes.

Skills

Communication

Negotiation

Customer service

Job description

The Organisation

Join a well-established Australian non-bank lender with a people-first culture and a strong reputation in the residential mortgage market. Known for its disciplined approach to credit and close partnerships with the broker community, this business continues to grow by investing in its people, technology and customer experience. It offers the stability of an established lender with the energy and momentum of a business on the rise.

The Role

Provide superior service, deliver appropriate solutions and drive positive outcomes for a portfolio of residential mortgage customers experiencing financial difficulty. You’ll identify risks, analyse account data and ensure compliance at every stage of the collections process.

• Manage a portfolio of delinquent home loan accounts across early and late-stage arrears
• Monitor account status and respond to customer and broker enquiries
• Negotiate sustainable repayment arrangements, including capitalisation, loan variations and payment plans
• Identify financial hardship and work with internal teams to assess and implement hardship assistance
• Liaise with external stakeholders, including brokers, solicitors, valuers and AFCA
• Assist with skip tracing, escalations and, where required, default and enforcement processes

About You

The ideal candidate will have demonstrated experience in secured or unsecured debt collections within financial services. Mortgage collections experience is highly regarded, but if you’ve built your skills in personal loans, credit cards, car finance or other lending products and are looking to step into home loans, we’d love to hear from you. Experience with hardship assistance and the ability to recognise and respond to vulnerable customer situations is desirable. You bring strong communication, negotiation and customer service skills, along with a genuine interest in stakeholder management. You understand dispute resolution procedures and the relevant legislation and regulatory framework, including the NCCP Act, National Credit Code and Privacy Act.

The Opportunity

Thrive in a welcoming and positive working culture in a vibrant part of Sydney, close to shops and public transport. This financial services organisation offers flexible working arrangements, a supportive team environment and genuine opportunities for career progression. For those moving across from unsecured or other secured collections, this is a great chance to gain specialist mortgage experience with full training and support.

For a confidential discussion please call Patrick Fisher on 0435 748***

Additional information

• People-first culture with flexible working arrangements
• Up to $90,000 + super
• Work with strong collections function and leadership team