Are you an experienced Collections or Hardship professional who thrives on helping customers navigate challenging circumstances?
We're partnering with a respected Mutual Bank based in the Sydney CBD that is committed to putting its members first. With a strong focus on customer care, ethical practices and employee development, this is an opportunity to join an organisation where your work genuinely impacts people's financial wellbeing.
The OpportunityAs a Collections & Hardship Specialist, you'll manage a portfolio of early-stage delinquent accounts, working closely with customers to understand their circumstances and develop sustainable solutions.This role is more than collections. It's about building trust, supporting customers through financial hardship, and delivering positive outcomes while ensuring compliance with industry regulations and responsible lending practices.
Key Responsibilities
- Manage and monitor early-stage delinquent accounts
- Assist customers experiencing financial hardship and assess appropriate support options
- Negotiate repayment arrangements and tailored solutions
- Deliver ethical and compliant collections practices
- Identify and escalate vulnerable customer and potential fraud cases
- Work collaboratively with internal teams and external stakeholders to resolve complex matters
- Maintain accurate records and portfolio reporting
- Identify opportunities to improve processes, efficiency and customer outcomes
- Ensure compliance with relevant legislation, policies and industry standards
- Experience in Collections, Hardship, Recoveries, Credit Management or Mortgage Collections
- Strong knowledge of hardship processes and collections compliance requirements
- Excellent communication and negotiation skills
- A compassionate and customer-focused approach
- The ability to manage sensitive conversations with professionalism and empathy
- Strong attention to detail and organisational skills
If you're passionate about customer outcomes and ready to take the next step in your collections or hardship career, we'd love to hear from you.#3017608
About us
At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. You are at the heart of everything we do. With over 50 years’ experience and a workforce of more than 10,000 people across 32 countries, we collectively put our customers, at the heart of everything we do.
Drawing on knowledge that’s unique to our scale, our commitment to understanding your needs and our ability to meaningfully innovate we are more than just a specialist recruitment business. By providing advice, insights and expertise on issues you face in today’s fast paced world of work, we’ll help you make the right decisions for tomorrow.
Looking for the right role for you?
At Hays we know that finding the right role at the right time takes careful consideration. As your lifelong career partners, we’re by your side, every step of the way.
Whether you’re seeking a new opportunity or support in navigating a career change, we bring the expertise and the connections to partner with you to help you realise your ambition.
Providing an unmatched breadth of jobs across industries and professions whilst leveraging our knowledge, employer relationships, learning opportunities and support, we can offer you roles that challenge and excite you.
Take the next step at hays.com.au
