Senior Collections Analyst

This role is perfect for someone who thrives in a supportive, inclusive environment and is passionate about making a real difference in people’s lives. You will be at the forefront of managing complex collections and financial hardship cases, ensuring that every client receives compassionate, tailored support while upholding regulatory standards.

With a focus on flexibility, wellbeing, and meaningful work, this position offers you the chance to develop your career through broad and interesting challenges, all while being part of a team that values collaboration, empathy, and community impact.

• Enjoy flexible working opportunities designed to support your wellbeing and work-life balance, with access to a range of benefits that promote health and personal growth.
• Be part of an inclusive team culture where your unique insights are valued, and where you can make a tangible impact on both clients’ lives and the wider community through meaningful work.
• Benefit from committed and knowledgeable leadership dedicated to transforming the business and providing career-defining experiences in a supportive environment.

What you'll do:

As a Senior Collections Analyst, you will play a pivotal role in supporting clients experiencing financial difficulty by providing thoughtful analysis and tailored solutions. Your day-to-day activities will involve assessing hardship applications with empathy, negotiating repayment plans that reflect each client’s unique situation, and ensuring all actions comply with regulatory requirements. You will collaborate across multiple teams to create effective support strategies while also handling legal processes related to collections when needed. Your ability to communicate clearly—both verbally and in writing—will be essential as you respond to client queries, document outcomes meticulously, and help resolve any disputes or complaints. Additionally, you’ll have opportunities to contribute to ongoing improvement initiatives within the department, share knowledge with colleagues through training support, manage escalations sensitively, and provide critical reporting data that informs broader business decisions. Success in this role means consistently delivering compassionate service while safeguarding organisational interests through diligent risk management.

• Receive, review, assess, and make decisions on applications for financial hardship assistance, ensuring all supporting documentation is thoroughly evaluated.
• Assess each client’s individual circumstances with sensitivity and offer appropriate financial solutions such as repayment plans or payment pauses that balance both client needs and organisational interests.
• Ensure all financial hardship applications are processed within regulatory guidelines as well as internal policies and procedures to maintain compliance and integrity.
• Engage in empathetic discussions with clients or their representatives regarding complex or sensitive matters, negotiating tailored solutions over the phone with care and professionalism.
• Collaborate closely with internal teams to develop innovative financial assistance options, including product switches or alternative arrangements.
• Approve the issuing of Statements of Claim (SOC) and instruct external solicitors to commence enforcement action when necessary, always maintaining clear communication throughout the process.
• Manage defended legal matters in partnership with internal legal teams, overseeing proceedings from judgment for possession through to debt recovery.
• Respond promptly to client enquiries by confirming hardship assistance solutions in writing and maintaining accurate records of all interactions, outcomes, and agreed-upon solutions.
• Assist with investigating and resolving client complaints or disputes by liaising with relevant stakeholders to ensure positive resolutions are achieved.
• Participate actively in projects aimed at improving systems or processes within the team, contributing valuable insights based on your experience in collections.

What you bring:

To excel as a Senior Collections Analyst, you will bring extensive experience from high-volume environments within banking or finance—particularly those focused on consumer credit or collections. Your proven track record supporting clients through periods of financial hardship demonstrates your capacity for empathy as well as your commitment to responsible lending practices. You possess strong interpersonal skills that allow you to connect meaningfully with clients from diverse backgrounds while maintaining confidentiality at every stage. Your attention to detail ensures accurate record-keeping even under pressure; meanwhile your collaborative spirit means you thrive when working alongside colleagues across departments or geographies. You are comfortable navigating complex regulatory landscapes thanks to your knowledge of relevant legislation—and if you have supported legal processes before (such as instructing solicitors or managing litigation), this will serve you well here. Above all else, your resilience enables you to remain calm during difficult conversations while always striving for fair outcomes that benefit both clients and the organisation.

• A minimum of five years’ experience working in high-volume retail consumer credit or collections within the banking or finance industry is essential for this role.
• At least one year’s direct experience assisting clients facing financial hardship is required to ensure you can provide empathetic support from day one.
• A background in legal or paralegal work is highly regarded but not mandatory; familiarity with consumer legal frameworks such as NCCC, Privacy Act, ASIC/ACCC Debt Collection guidelines is preferred.
• Demonstrated ability to work collaboratively with offshore providers is highly desirable given the global nature of operations.
• Exceptional written and verbal communication skills are crucial for engaging sensitively with clients and documenting case details accurately.
• Above-average influencing and negotiation skills are needed to reach mutually beneficial outcomes during challenging conversations.
• A passion for putting clients first combined with an empathetic approach ensures you can build trust quickly while respecting privacy at all times.
• Proven analytical thinking abilities paired with solution-focused problem-solving skills enable you to navigate complex cases effectively.
• Resilience, patience, understanding, and emotional intelligence are vital qualities for managing sensitive situations involving vulnerable customers.
• Experience supporting team development through training or mentoring others is advantageous for contributing positively to team growth.

What sets this company apart:

This organisation stands out for its unwavering commitment to creating meaningful opportunities for employees at every level. Here you’ll find an environment where flexibility isn’t just encouraged—it’s embedded into daily life through policies designed around wellbeing and personal growth. The leadership team is deeply invested in transformation: they champion inclusivity by welcoming people from all walks of life while fostering a sense of belonging rooted in shared purpose. Employees enjoy broad exposure across different areas of banking operations—enabling them not only to grow professionally but also contribute directly towards positive change within their communities. The company’s values emphasise putting customers first; acting with integrity; embracing courage; playing as one team; and always doing what’s right—even when no one is watching. By joining this team, you become part of an organisation that believes diversity drives better outcomes for everyone: employees are empowered not just to succeed individually but also help shape a more equitable future together.

What's next:

If you’re ready to use your expertise in collections analysis to make a genuine difference—while enjoying flexibility, support, and career growth—this could be your next great move!

Apply today by clicking on the link below—your journey towards meaningful work starts here.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Stuart Sellar on 02 8289 3200 for a confidential discussion.