Lending and Collections Consultant

SMB Money Limited; Linwood-Central-Heathcote Community; On-site; NZD 42,000 - 60,000; Full time

Benefits offered by this job

Central Christchurch office

Varied role with daily variety

Supportive team environment

Opportunity for progression

Experience across customer service, L+

Lending and collections experience

Job summary

SMB Money in Christchurch is seeking a customer service professional to own the end-to-end journey from application through to repayments and arrears support. You will respond to inquiries, verify information, and guide customers with empathy while following lending policies.

Join a fintech with an automated environment, where ownership, initiative and collaboration with the broader team help deliver a seamless customer experience and drive responsible lending.

Qualifications

• 2-3 years in customer service, ideally in high-volume channels.
• Able to balance support with accountability and practical solutions.
• Strong judgement, problem-solving, and empathetic communication.
• Organised, able to prioritise and work independently.
• Comfortable with technology and learning new systems.

Responsibilities

• Support customers end-to-end: inquiries, lending applications, repayments, and account info.
• Review referrals, verify information, and determine if escalation is needed.
• Manage repayment journey through early misses to arrears, including hardship support.
• Maintain accurate records of customer interactions and activity.
• Prioritise daily workload, adapt to changing volumes, and follow processes.
• Collaborate with the team to achieve positive customer and business outcomes.

Skills

Customer service

Communication

Problem solving

Organisation

Tech-savvy

CRM systems

Lending knowledge

Financial services experience

Attention to detail

Proactive ownership

Tools

HubSpot

Google Workspace

Job description

SMB Money started out as an unsecured consumer lender built on a mix of technology and manual processes. Over the past year, we have transformed into an agile, fully digital fintech lender, powered by a market-leading, fully automated credit decisioning environment. We are now scaling into mainstream personal loans, pairing the customer care and responsible-lending discipline that built our reputation with a broader suite of longer-term credit products designed for everyday New Zealanders. It's a genuinely exciting time to join us.

About the Role

This role supports the customer journey from end to end - from helping customers through the application process, reviewing loan application referrals, and providing customer support, through to managing missed repayments, hardship support, and more serious arrears where additional action may be required.

The role encompasses all aspects of lending and collections, with a strong focus on delivering a positive customer experience while ensuring processes are followed and customers receive the right support at the right time.

SMB Money has built a highly automated environment where technology does the heavy lifting.

This is a role where ownership and initiative are important. While the core tasks and processes remain consistent, priorities can change depending on customer needs and operational volumes. We are looking for someone who can confidently manage their own workload, understand what needs to be prioritised each day, and adjust their focus to ensure the most important tasks are completed first.

At the heart of this role is customer care. Whether through chat, email, or calls, our frontline team plays a key role in delivering a seamless and supportive customer experience throughout the customer journey.

We are looking for someone who is organised, customer-focused, comfortable working with technology, and has the initiative to recognise when something doesn’t look right, requires further review, or could be improved.

Key Responsibilities

Support customers throughout the end-to-end journey, including responding to enquiries, assisting with lending applications, explaining requirements, repayments, and account information, and providing a high level of customer care.

Review lending referrals, verify customer information and supporting documentation, and use judgement to identify when further review, information, or escalation is required.

Manage customer accounts through the repayment journey, from early missed payments through to more serious arrears, including hardship support, payment arrangements, and escalation to external debt collection or legal pathways where required.

Maintain accurate customer records and ensure all customer interactions and account activity are appropriately documented.

Manage daily workload independently, prioritising tasks based on customer needs, operational requirements, and changing volumes

Follow internal processes, policies, and compliance requirements while identifying opportunities to improve customer experience and operational efficiency.

Use SMB Money's systems and technology effectively to manage workflow, customer interactions, and account activity.

Work collaboratively with the wider team to achieve positive customer and business outcomes.

Skills and Experience

2-3 years' experience in customer service, ideally in a high-volume environment involving phone, email, and digital channels.

Ability to balance customer support with accountability - helping customers understand their responsibilities while working with them to find practical solutions.

Good judgement and problem-solving skills, with the ability to think on your feet and determine the appropriate next steps.

Confident communication skills, with the ability to have honest and sometimes challenging conversations with customers while remaining empathetic and professional.

Organised and able to manage competing priorities, adjust workload based on changing volumes, and work independently.

Comfortable using technology and learning new systems, with confidence using Google Workspace, HubSpot and other customer management systems.

Able to troubleshoot basic issues and navigate systems independently.

Good attention to detail and the ability to accurately manage customer information and documentation.

A proactive approach, with the ability to take ownership of your work and identify when something needs further review or improvement.

Experience in lending, collections, banking, insurance, or another financial services environment.

Experience supporting customers experiencing financial difficulty or managing sensitive customer situations.

Experience using CRM, loan management, or workflow systems.

What We Offer

A collaborative, no-ego culture at a scaling fintech with a 13-year track record of responsible lending.

Central Christchurch office location.

A varied role where no two days are exactly the same.

A supportive team environment.

The opportunity to develop experience across customer service, lending and collections.

A role with genuine responsibility and progression as your experience grows.