Collections Officer, Mortgage Management

This is a Collections Officer, Challenger Mortgage Management role with Challenger based in NSW, AU
== Challenger ==

Role Seniority - mid level

More about the Collections Officer, Challenger Mortgage Management role at Challenger

Challenger Limited is an ASX-listed investment management firm managing $123.9 billion in assets (as at 30 June 2025). Life with us is fast moving and always exciting. Together we're driving to deliver our vision to provide our customers with financial security for a better retirement.

We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed.

Collections Officer – Mortgage Customers | Sydney

Challenger Mortgage Management (CMM) is at the forefront of mortgage servicing, using market-leading technology and a best-in-class Salesforce platform to manage mortgage portfolios for our investors. As our business continues to grow, we're looking for a dedicated, customer-focused Collections Officer to support mortgage borrowers across Australia and New Zealand.

This is a multi-channel role where you'll combine empathy, professionalism, and problem-solving to guide customers through financial challenges and help them get back on track.

About the role

As part of CMM's Contact Centre Operations team, you'll manage your own portfolio of mortgage accounts with a focus on customer care and compliance. You'll provide tailored hardship and repayment solutions while balancing customer needs with business and regulatory requirements.

Day to day, you will:

• Handle inbound enquiries from borrowers needing assistance, as well as proactively managing outbound calls to those in arrears.

• Provide clear, empathetic guidance to customers experiencing hardship, working with them to create sustainable solutions.

• Ensure all collections activities are carried out in line with legal, risk, and compliance standards.

• Use negotiation, problem-solving, and customer service skills to achieve fair and positive outcomes.

What we're looking for

We're seeking someone with proven experience in collections or mortgage hardship management, ideally within Australia or New Zealand. You'll be confident working in a contact centre environment and bring a balance of technical knowledge and emotional intelligence to support borrowers in difficult circumstances.

You'll also bring:

• Strong understanding of credit and hardship assessment processes.

• Knowledge of financial hardship obligations and enforcement processes (advantageous).

• Excellent active listening and communication skills, with the ability to build trust quickly.

• Experience working to SLAs and KPIs in inbound/outbound service environments.

• Proficiency with Microsoft Word, Excel, and contact centre systems.

• A proactive, compliance-driven approach, with integrity at the heart of everything you do.

Additional Information  

Working at Challenger means being part of a diverse, connected team that has fun and loves what they do. We're small enough, but big enough to accelerate bold ideas, realising what's possible for our customers and partners.    

At Challenger, we provide access to a range of exclusive employee benefits that will support you both personally and professionally and a hybrid work environment including.    

• Discretionary bonus scheme 

  • 18 weeks paid parental leave for all new parents 

    • Challenger Day – one extra day off every year in recognition of the effort our people make.  

      • Additional support leave (fertility, gender affirmation) 

        • Extra superannuation contributions 

          • Employee share plan 

            • Employee Assistance Programme 

              • Subsidised on-site café and central location near Martin Place Metro 

                • Access to free onsite yoga, mindfulness and Pilates classes. 

                  • Access to annual free flu shots. 

https://www.challenger.com.au/about-us/careers/our-benefits 

  #LI-GS1

#LI-Challenger

#LI-Hybrid

Challenger's employee value proposition guides how we work: Grow and realise your potential, supporting each other, stronger together and making things happen. Our culture encourages curiosity, considered thinking and meaningful contribution, with opportunities to build a broad and rewarding career.

We are committed to fostering a safe, inclusive and respectful workplace where people of all backgrounds, identities and ways of thinking can thrive, and promoting flexible working to support work-life balance. 

Challenger is proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality, a Family Friendly Workplace and recognised as a Bronze Employer in the Australian Workplace Equality Index (AWEI), the national benchmark for LGBTQ+ workplace inclusion.

Job type:

Permanent

Posting Close Date :

24/10/2025

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Challenger team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Handling inquiries
• Providing guidance
• Ensuring compliance

Key Strengths

• Collections experience
• Active listening
• Problem-solving
• Knowledge of financial hardship obligations
• Technical proficiency
• Compliance-driven approach

Why Challenger is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Challenger not with Hatch.

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