Portfolio Support Officer - Residential & Commercial Lending

Keegan Adams Recruitment; Sydney; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Sydney CBD office access

Additional leave benefits

Career development opportunities

Collaborative team environment

Job summary

Keegan Adams Recruitment partners with a fast-growing Australian non-bank lender to recruit a Collections/Loan Servicing specialist. You will own a portfolio of short-term property-backed loans and support customers throughout the post-settlement lifecycle.

The role emphasizes proactive engagement with customers and brokers ahead of loan milestones, prioritising issues before arrears, and delivering practical outcomes in line with policy and compliance.

Qualifications

• Experience across mortgage servicing, loan operations, collections, hardship or customer support within banking, non-bank lending or fintech.

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.

Job description

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 escalat[e].
• 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