AU Mortgage Collections Officer | Australian Financial Company in BCG, Tagiug

About Metrics

We are a leading Australian non-bank corporate lender and alternative asset manager with $37bn in AUM1, specialising in fixed income, private credit, equity and capital markets.

Through our managed funds we provide unrivalled access to the highly attractive Australian private debt market to investors ranging from individuals to global institutions.

We offer tailored borrowing solutions to corporate and other entities of all sizes and across all industries in Australia, New Zealand and developed Asia.

BC Solutions is the mortgage arm of the Navalo Financial Services Group. Navalo is wholly owned by Metrics Credit Partners (Metrics).

WHY JOIN US

• Permanent Dayshift, Mon-Fri work week, Australian Time
• HMO Benefits (Day 1) For Employee + 1 Qualified Dependent
• Opportunities for career development, training, and personal growth
• People first, dynamic international working environment

We are seeking a motivated Mortgage Collections Officer to support our growing business.

The Collections Officer is responsible for supporting portfolio performance through the effective management of arrears and overdue accounts while delivering fair customer outcomes. The role contributes to the achievement of client, regulatory, and business objectives through compliant collections practices, risk management, and a customer-focused approach to account resolution.

Duties & Responsibilities:

• Manage and execute collections activities across assigned portfolios to minimize arrears exposure, improve portfolio performance, and deliver positive customer outcomes through effective customer engagement, account management, and repayment negotiations.
• Assess account risk, determine appropriate collection strategies, and maintain accurate records of all customer interactions, payment arrangements, and account activities in accordance with organizational and client requirements.
• Identify and escalate complex matters, including disputes, customer vulnerabilities, and hardship cases
• Collaborate with internal teams, clients, and external stakeholders to facilitate timely resolution and ensure appropriate customer support as required.
• Ensure all activities are conducted in compliance with ACCC guidelines, applicable legislation, regulatory requirements, client agreements, and company policies.
• Consistently meeting quality, productivity, customer service, and performance expectations.
• Contribute to operational excellence through continuous improvement initiatives, process enhancements as required
• Operate in line with organizational values, professionalism, and accountability in all interactions.
• Must be flexible and adaptable to work schedules and shifts assigned based on operational and business requirements.

Qualifications and Experience:

• At least 1 year of experience in mortgage collections or a similar role.
• Demonstrated experience in collections, credit management, financial services, lending, banking, or a similar customer-focused environment.
• Proven ability to manage customer accounts and negotiate sustainable repayment solutions.
• Sound understanding of collections practices, regulatory and compliance obligations, customer vulnerability considerations, hardship processes, and customer outcome requirements.
• Experience operating within KPI-driven environments, balancing productivity, quality, compliance, and customer service objectives.
• Effectively managing workload and competing priorities.
• Strong written and verbal communication skills, proficiency in Microsoft Office and customer management systems, and the ability to engage confidently with customers and stakeholders.
• Experience within mortgage servicing, asset finance, or broader financial services industries and relevant business, finance, or customer service qualifications are advantageous.

Attributes:

• Demonstrates integrity, professionalism, sound judgement, and a strong commitment to delivering fair and compliant customer outcomes.
• Customer-focused and results-driven, with the ability to balance commercial objectives, regulatory obligations, and customer needs.
• Accountable, resilient, and adaptable, with the ability to maintain effectiveness in a fast-paced and evolving environment while taking ownership of outcomes.
• Strong analytical, problem-solving, organizational, and decision-making skills, supported by a high level of attention to detail and accuracy.
• Collaborative and proactive, with a commitment to continuous improvement and a consistent demonstration of the organization's values of Talent, Integrity, Determination, and Accountability.

Appy now!