Senior Collections Officer

An exciting opportunity has arisen for a Senior Collections Officer to join a highly respected retail bank that is currently undergoing significant transformation. This role offers you the chance to be at the forefront of change, supporting a client-led and deeply humanistic approach to banking.

What you'll do:

As a Senior Collections Officer, you will be entrusted with managing complex arrears cases from initial contact through to resolution. Your day-to-day activities will involve liaising with clients facing financial difficulties, coordinating legal proceedings where required, and collaborating closely with both internal stakeholders and external partners such as solicitors and mortgage insurers. You will ensure that every interaction is handled with sensitivity while maintaining rigorous adherence to regulatory standards. Your responsibilities will also include preparing detailed reports for management review, overseeing compliance reporting for ASIC matters, managing deceased estates or bankruptcy cases on behalf of the bank, and facilitating requests from legal teams. Success in this role requires not only technical expertise but also a compassionate approach that places the client’s needs at the centre of every decision.

• Oversee the end-to-end collection process for clients in arrears who are unable to meet contractual repayments on their home loans, ensuring all actions are handled with empathy and professionalism.
• Approve the issuing of Statements of Claim and instruct external solicitors to commence enforcement action when necessary, maintaining compliance with legal requirements.
• Manage defended matters in collaboration with internal legal teams, ensuring effective resolution while upholding client dignity.
• Approve proceedings to judgment for property possession and outstanding debt balances, following established protocols and guidelines.
• Coordinate enforcement actions including obtaining writs of possession and setting eviction dates, always considering the client’s circumstances.
• Direct property presenters for new eviction or vacant possession matters, ensuring smooth transitions from sale to settlement.
• Submit Lenders Mortgage Insurance claims for insured loans through external mortgage insurers, managing all related documentation efficiently.
• Handle loss recovery files by negotiating payment arrangements or settlements with clients experiencing financial hardship.
• Prepare and manage internal reports related to provisioning and loss processes, contributing to accurate financial oversight.
• Address IDR (Internal Dispute Resolution) and EDR/AFCA (External Dispute Resolution/Australian Financial Complaints Authority) complaints promptly and effectively.

What you bring:

To excel as a Senior Collections Officer, you will bring extensive experience from high-volume collections or debt recovery settings—ideally within the financial services sector. Your deep understanding of home loan products will enable you to navigate complex arrears scenarios confidently. You possess excellent interpersonal skills that allow you to communicate difficult messages sensitively while building trust with clients under stress. Your attention to detail ensures compliance across all regulatory touchpoints, while your proficiency with technology supports efficient case management. A natural collaborator who thrives in team environments yet remains dependable when working autonomously, you demonstrate empathy without compromising on professional standards. Your proven track record in dispute resolution further enhances your ability to achieve fair outcomes for both clients and the organisation.

• A minimum of five years’ experience in high-volume retail consumer collections or debt recovery roles within financial services environments.
• Proven background in collections involving consumer home loans or similar products is highly desirable for this position.
• Legal or paralegal experience is advantageous but not essential; familiarity with consumer legal frameworks such as NCCP Act, Privacy Act, ASIC/ACCC Debt Collection Guidelines is preferred.
• Demonstrated ability to apply analytical thinking and solution-focused problem solving when navigating complex arrears situations.
• Exceptional written and verbal communication skills enabling clear explanations of sensitive issues to clients and stakeholders alike.
• Outstanding influencing and negotiation abilities that foster positive outcomes even in challenging circumstances.
• A collaborative mindset with a strong commitment to teamwork; able to work dependably both independently and as part of a supportive group.
• Empathy-driven approach combined with resilience, patience, understanding, and respect for client confidentiality at all times.
• High proficiency in Microsoft Excel and other Microsoft Office applications for effective data management and reporting tasks.
• Experience handling dispute resolution processes including AFCA guidelines as well as comprehensive knowledge of national legal procedures relating to mortgage products.

What sets this company apart:

This organisation stands out as a leader committed to putting clients first—every decision made considers its impact on those they serve. The business is currently embracing an ambitious growth agenda driven by system upgrades, process improvements, and investment in people. Employees are encouraged to share their unique perspectives within an inclusive culture that values diversity as a source of strength. The company’s purpose-driven ethos means you’ll be part of a team striving not just for commercial success but also for positive social impact. Flexible working arrangements support your wellbeing while ongoing training opportunities ensure continuous professional development. Here you’ll find a workplace where collaboration is celebrated, achievements are recognised, and everyone is empowered to contribute meaningfully toward shared goals.

What's next:

If you are ready to make a meaningful difference in clients’ lives while advancing your own career journey within an inclusive banking environment, this opportunity awaits you.

Apply today by clicking on the link provided—your next rewarding challenge starts here!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Maggie Bartley on +61 2 8289 3147 or maggie.bartley@robertwalters.com.au for a confidential discussion.