Collections Officer (Max-Term Contract - 12 months)

Job Title: Collections Officer (Max-Term Contract - 12 months)
Location: North Sydney
Employment Type: Full-Time
Industry: Financial Services / Consumer Lending

About Us

An established consumer lending fintech business is seeking an experienced and hands-on Collections Officer to help operate and continuously enhance its collection’s function.

This role combines frontline collections execution with responsibility for contributing to process improvement, reporting, and performance optimisation. You will manage arrears across the collections lifecycle, engage directly with customers to negotiate payment outcomes, and support the ongoing enhancement of collections processes in a growing regulated lending environment.

This role is well suited to someone comfortable rolling up their sleeves operationally, while also using data, judgement, and regulatory awareness to improve collections outcomes.

Key Responsibilities

Collections Operations:

·         Manage a portfolio of customer accounts across early, mid and late-stage delinquency

·         Conduct outbound and inbound collections activity, including arrears follow-up, payment negotiations, and account resolution

·         Negotiate sustainable payment arrangements and resolve arrears efficiently while delivering fair customer outcomes

·         Assess customer circumstances, identify hardship indicators, and escalate or refer cases appropriately in line with internal policies and regulatory requirements

·         Follow up on broken payment arrangements and missed commitments

·         Maintain accurate and timely case notes, customer interactions, and outcomes within internal systems

·         Support recovery outcomes while balancing compliance obligations and customer treatment standards

Collections Process Improvement:

·         Contribute to refinement of collections procedures, workflows and controls

·         Support improvements to call strategies, segmentation and escalation processes

·         Assist in developing playbooks, scripts and standard operating procedures

·         Identify opportunities to improve collections processes, controls and customer outcomes

·         Ensure all collections activity aligns with NCCP obligations, hardship requirements, RG271 and internal compliance standards

Analytics & Reporting:

·         Monitor and analyse key collections performance metrics including DPD buckets, cure rates, roll rates, and promise-to-pay performance

·         Prepare regular reporting and performance insights to support operational decision-making

·         Identify trends, risks, and opportunities within the loan portfolio and recommend practical actions

·         Work closely with Credit, Risk and Operations teams to improve arrears management outcomes and portfolio performance

About You

·         4-7 years’ experience in collections, arrears management or consumer finance servicing environments

·         Strong hands-on collections capability, including high call volumes, complex negotiations, and managing delinquent portfolios

·         Experience contributing to collections process improvements, controls or frameworks preferred

·         Sound understanding of hardship handling, responsible collections practices, and relevant regulatory obligations

·         Strong analytical capability with experience interpreting collections metrics and producing reporting insights

·         Excellent verbal and written communication skills, including documentation and customer negotiation skills

·         Comfortable working with collections systems, CRM platforms and data-driven workflows

·         Experience in unsecured consumer lending or fintech environments highly regarded

·         Exposure to hardship assistance, IDR processes or AFCA-related matters highly regarded

Capabilities & Attributes

·         Comfortable operating autonomously in a hands-on role while contributing to process improvements

·         Outcomes-focused with a strong sense of ownership and accountability

·         Calm, empathetic and professional when handling difficult customer situations

·         Practical problem solver with strong judgement

·         Continuous improvement mindset with strong execution focus

·         Able to work effectively in a fast-paced, evolving environment

What will you get in return?

·         Competitive salary aligned with market standards

·         Flexible working arrangements

·         A collaborative and high-performance team culture

·         Career growth opportunities within a scaling fintech lending business

·         Ongoing training and professional development

 What you need to do now?

If you're interested in this role, click 'apply now' or forward an up-to-date copy of your CV to ****@avyaya.com.au or *****@avyaya.com.au