Portfolio Collections Manager

Bridgit; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Extra days off: birthday leave, Kudos;

Two weeks from anywhere: remote 2 wks/

Training & development budget

Generous parental leave

Discounted gym membership

Catered team lunches

Dog-friendly Sydney HQ office

Job summary

Bridgit in Sydney is seeking a senior leader to oversee loan servicing, arrears and portfolio health, guiding a small team and coordinating with brokers to optimise outcomes.

This role focuses on governance, risk, customer care, and process improvement, with authority to approve arrangements, while ensuring compliance with the National Credit Code and Bridgit policies.

Qualifications

• Significant experience in loan servicing, collections, hardship or portfolio management, ideally with residential mortgages in a bank, non-bank lender or fintech.
• Proven experience leading, coaching and developing a team, with a track record of lifting performance and service quality.
• A warm, empathetic manner, with the judgement to hold a firm line and negotiate outcomes without losing the customer's trust.
• A genuine customer-first mindset and a real desire to help people, especially those doing it tough.
• Strong working knowledge of the National Credit Code, responsible lending and hardship obligations.
• Confidence with portfolio data and reporting, and the ability to turn numbers into clear insights for senior leaders and committees.
• Strong organisation and follow-through, with clear, accurate written communication and disciplined record-keeping.
• Comfortable building processes and frameworks from the ground up in a fast-moving fintech.

Responsibilities

• Lead, coach and develop the Portfolio Support Officers (currently a team of 1), setting clear expectations and building a culture of genuine customer care and accountability.
• Allocate and balance portfolios across the team, so every loan has a clear owner and the right level of attention.
• Run regular file reviews and quality checks, giving practical feedback so the team keeps getting better.
• Act as the escalation point for the team and step in on the most complex or sensitive customer matters.
• Own arrears and portfolio reporting, giving the Head of Credit Risk and Risk Council a clear, accurate view of the book at all times.
• Track key metrics such as arrears ageing, roll rates, upcoming maturities and arrangement performance, and turn the data into clear recommendations.
• Flag emerging risk trends, systemic issues and possible complaints early so we can get ahead of them.
• As required assist on projects to improve processes and reporting.
• Make sure the team works within the National Credit Code, ASIC guidance and Bridgit's credit and collections policies at all times.
• Design and improve our servicing, arrears and hardship processes, policies and procedures as Bridgit grows.
• Flag emerging risk trends, systemic issues and possible complaints early so we can get ahead of them.
• Uphold Bridgit's conduct and complaints standards across the team, making sure matters that may fall under our internal dispute resolution process are recognised and handled properly.
• Support audits, compliance reviews and regulatory requests relating to the portfolio.

Skills

Loan servicing

Portfolio management

Leadership

Customer-centric

National Credit Code

Data reporting

Organisation

Job description

Bridgit is a leading non-bank lender transforming the way Australians access property equity. Purpose-built to make property transactions faster and easier, we pioneered the Buy Now, Sell Later solution - empowering homeowners to unlock their property equity and move on their terms. With a simple digital application, fast approvals, and flexible loan options, we're making property finance seamless and stress-free.

We're now five years old and making huge strides. We've accredited over three-quarters of Australia's broker network, and launched white label solutions with Australia's largest aggregators - Connective, Aussie Home Loans, Finsure, and Loan Market Group - and we're just getting started.

Our momentum has been recognised with awards including Best Growth Story at the 2025 Fintech Awards, the 2025 Finder People's Choice Award for Lending Innovation, Deloitte's Tech Fast 50 2025, and a place among LinkedIn's Top 20 Startups in Australia 2025 & 2026.

What you'll do

• Lead, coach and develop the Portfolio Support Officers (currently a team of 1), setting clear expectations and building a culture of genuine customer care and accountability.
• Allocate and balance portfolios across the team, so every loan has a clear owner and the right level of attention.
• Run regular file reviews and quality checks, giving practical feedback so the team keeps getting better.
• Act as the escalation point for the team and step in on the most complex or sensitive customer matters.

Own the health of the book

• Hold overall accountability for how the portfolio performs across its tenure, from post settlement through to close.
• Oversee accounts approaching key dates such as maturity, rate resets and review points, making sure exit strategies are realistic and on track.
• Build strong relationships with key brokers and partners, so issues surface early and get resolved together.
• Make sure file notes and loan records are accurate and contemporaneous across the team, so the status and next action on every loan is clear.

Manage arrears and hardship with care

• Own Bridgit's approach to arrears management, making sure accounts are contacted promptly and worked through to a practical outcome.
• Negotiate repayment and catch-up arrangements that suit the customer's circumstances while protecting Bridgit's position.
• Approve repayment and catch-up arrangements within your delegated authority, balancing the customer's circumstances with protecting Bridgit's position.
• Partner with the Portfolio Support Officers on hardship applications and escalated accounts, so each is assessed fairly and on its merits.
• Make sure customers experiencing hardship or vulnerability are identified early and supported in line with Bridgit's Protecting Vulnerable Customers Policy and our hardship obligations.
• Communicate outcomes clearly and with genuine care, so customers understand their options and next steps

Report and give insight

• Own arrears and portfolio reporting, giving the Head of Credit Risk and Risk Council a clear, accurate view of the book at all times.
• Track key metrics such as arrears ageing, roll rates, upcoming maturities and arrangement performance, and turn the data into clear recommendations.
• Flag emerging risk trends, systemic issues and possible complaints early so we can get ahead of them.
• As required assist on projects to improve processes and reporting

Do it the right way

• Make sure the team works within the National Credit Code, ASIC guidance and Bridgit's credit and collections policies at all times.
• Design and improve our servicing, arrears and hardship processes, policies and procedures as Bridgit grows.
• Flag emerging risk trends, systemic issues and possible complaints early so we can get ahead of them.
• Uphold Bridgit's conduct and complaints standards across the team, making sure matters that may fall under our internal dispute resolution process are recognised and handled properly.
• Support audits, compliance reviews and regulatory requests relating to the portfolio.

What we are looking for

• Significant experience in loan servicing, collections, hardship or portfolio management, ideally with residential mortgages in a bank, non-bank lender or fintech.
• Proven experience leading, coaching and developing a team, with a track record of lifting performance and service quality.
• A warm, empathetic manner, with the judgement to hold a firm line and negotiate outcomes without losing the customer's trust.
• A genuine customer-first mindset and a real desire to help people, especially those doing it tough.
• Strong working knowledge of the National Credit Code, responsible lending and hardship obligations.
• Confidence with portfolio data and reporting, and the ability to turn numbers into clear insights for senior leaders and committees.
• Strong organisation and follow-through, with clear, accurate written communication and disciplined record-keeping.
• Comfortable building processes and frameworks from the ground up in a fast-moving fintech.

Bridgit values its team, they are the heart of how we build this business. Along with competitive remuneration, slick offices and the chance to be part of an innovative, agile fintech, we also offer:

• Extra days off: birthday leave, Kudos leave + an additional day of paid leave to be used for life events, celebrations or just a mental health reset.
• Two weeks from anywhere: swap your desk for a change of scenery and work remotely for two weeks every year.
• Training & development budget: a dedicated budget for courses, conferences and learning, plus internal learning programmes.
• Generous parental leave: time to focus on what matters most when your family grows.
• Discounted gym membership: we’ll help cover the cost.
• Catered team lunches and a social calendar packed with events all year round.
• Dog-friendly Sydney HQ office with a rooftop for lunch breaks and team catch-ups.

Ready to make an impact?

A heads-up that because we operate in the financial services space, any offer made will be subject to successful pre-employment screening, including reference checks and a standard police check.