Portfolio Support Officer

Bridgit; Sydney; On-site; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Birthday leave

Kudos leave

Remote work two weeks

Learning budget

Parental leave

Gym discount

Team lunches

Dog-friendly Sydney HQ

Job summary

Bridgit is a Sydney-based fintech lender transforming access to property equity. We’re seeking a customer support specialist to own a portfolio, stay connected with customers and brokers, and deliver warm, helpful service on every call and email.

You’ll keep loans on track, monitor key dates, assist with hardship cases, and resolve arrears with care, while following the National Credit Code and Bridgit policies. Join a fast-moving fintech with growth opportunities and a collaborative culture.

Qualifications

• Experience in customer support service, loan servicing or hardship handling.
• Empathy with a warm, clear communication style.
• Strong written communication and record-keeping.
• Familiarity with the National Credit Code is a plus.

Responsibilities

• Look after customers and manage a portfolio of loans across their tenure.
• Keep loans on track by monitoring terms and key dates and providing guidance when issues arise.
• Resolve arrears with care, negotiating arrangements that protect Bridgit’s position.
• Support customers doing it tough by spotting hardship signs and applying Bridgit policies.
• Do it the right way by following the National Credit Code and bridging internal processes.

Skills

Customer support

Loan servicing

Hardship handling

Residential mortgages

Job description

About Us

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

Look after your customers

• Own a portfolio of loans across their tenure, staying close to customers and their brokers and building real relationships along the way.
• Get ahead of issues before they become problems, reaching out early and helping customers find a way through when things change.
• Give clear, warm, genuinely helpful service on every call and every email, so customers feel looked after even in hard conversations.

Keep loans on track

• Make sure each account is performing to its terms and provide guidance if there are any issues.
• Monitor accounts approaching key dates such as maturity, rate resets and review points, and manage each through to the right outcome.
• Keep accurate, contemporaneous file notes so the status and next action on every loan is clear to the wider team.

Resolve arrears with care

• Manage arrears accounts end to end, making contact promptly and working with customers to find a practical way back on track.
• Negotiate repayment and catch-up arrangements that suit the customer’s circumstances while protecting Bridgit’s position.
• Follow arrangements through to completion, re-engaging customers who fall out of contact.
• Assist with keeping arrears reporting accurate so the Head of Credit Risk and Risk Council have a clear view of the book at all times.

Support customers doing it tough

• Spot signs of financial hardship or vulnerability early and handle these customers in line with Bridgit’s Protecting Vulnerable Customers Policy and our hardship obligations.
• Work with the Collections Manager to assess hardship applications fairly and on their merits.
• Communicate outcomes clearly and with genuine care, so customers understand their options and next steps.

Do it the right way

• Work within the National Credit Code, ASIC guidance and Bridgit’s credit and collections policies at all times.
• Handle every interaction to Bridgit's conduct and complaints standards, recognising and referring matters that may fall under our internal dispute resolution process.
• Flag emerging risk trends, systemic issues and possible complaints early so we can get ahead of them.

What We Are Looking For

• Experience in customer support service, loan servicing, hardship or customer care, ideally with residential mortgages in a bank, non-bank lender, fintech or broker office.
• A warm, empathetic manner, with the ability 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.
• Sound knowledge of the National Credit Code, responsible lending and hardship obligations, or the appetite to learn them quickly.
• Strong organisation and follow-through, so nothing slips through the cracks.
• Clear, accurate written communication and disciplined record-keeping habits.
• Comfortable in a fast-moving fintech where processes and frameworks are still being built.

Why join us?

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.