Mortgage Collections Specialist — Empathetic Recovery

Bluestone Home Loans LLC; Sydney; Hybrid; AUD 65,000 - 88,000; Full time

Benefits offered by this job

Competitive salary

Sydney CBD office

Birthday leave

Employee Assistance Program (EAP)

Parental Leave

Volunteer Leave

Career progression opportunities

Team events

Job summary

Bluestone Home Loans LLC in Sydney is seeking a Mortgage Collections Officer to support customers facing payment difficulties. You will engage by phone, understand arrears causes, and work with customers to arrange solutions while maintaining data integrity.

This role requires strong negotiation, empathy, and regulatory compliance. You will collaborate with Legal and Asset Realisation teams and handle administrative tasks to support collections operations.

Qualifications

• Previous experience in a collections role in Banking & Finance is preferred but not required.
• Proven ability to succeed in a busy, fast-paced environment.
• Proficiency using multiple communication channels to engage customers.
• Strong customer service orientation and ability to exceed expectations.

Responsibilities

• Manage a portfolio of mortgage accounts across arrears lifecycle (including Mortgagee in Possession).
• Negotiate and monitor payment arrangements, aiming for sustainable outcomes.
• Build rapport and trust-based relationships with customers.
• Refer hardship cases to specialists and ensure regulatory compliance.
• Collaborate with Bluestone’s Legal and Asset Realisation teams; perform admin tasks and reports.

Skills

Negotiation

Empathy

Customer service

Communication

Problem solving

Job description

Bluestone Home Loans LLC in Sydney is seeking a Mortgage Collections Officer to support customers facing payment difficulties. You will engage by phone, understand arrears causes, and work with customers to arrange solutions while maintaining data integrity.

This role requires strong negotiation, empathy, and regulatory compliance. You will collaborate with Legal and Asset Realisation teams and handle administrative tasks to support collections operations.