Senior Collections Officer

Company Description

WHO IS LUMI?

We're a leading Fintech small business lender fuelling growth by making finance more accessible. We deliver fast & flexible funding designed to meet the unique needs of Australian businesses. With over $1.5 billion funded since 2018 and backing for 15,000+ small businesses, we're trusted for our speed, high quality service, and tailored approach.

WORKING AT LUMI

We are building a culture where you can grow and make a difference for customers. We are looking for people to join us on this journey who are passionate, curious and great problem-solvers. We are incredibly proud of our awards, including most recently our Deputy CEO, Anna Hawter, receiving the Finnies' 2025 Outstanding FinTech Leader of the Year award. We also ranked in the top #3 on the 2024 Australian Financial Review BOSS Best Places to Work Banking, Superannuation and Financial Services list, 2023 Best Workplace Diversity Award by FinTech Australia and the 2022 Empowering Innovation Affie Award. We also ranked #36 among the fastest-growing technology companies in Australia in the 2022 Deloitte Technology Fast 50 Australia. We foster a workplace where everyone feels a sense of belonging and respect and can reach their full potential. If you need any adjustments for a fair recruitment process, please let us know when applying.

OUR VALUES

Egos at the door

We own. We don't judge. We don't blame. We are open. We are in this together. We are respectful.

See the customer

We show up. We understand. We anticipate. We do what we say. We genuinely focus on solutions.

Think lean

We make things simple. We are resourceful. We understand the problem. We think ahead.

Learn to grow

We are curious. We challenge. We try. We fail forward. We learn. We try again.

Job Description

THE ROLE

• End-to-end management of a challenging portfolio of large value and later-stage accounts, applying a commercial and strategic approach to collections.
• Negotiate and secure payment arrangements with customers across various channels (phone, email, SMS).
• Execute advanced skip tracing and utilise specialised tools to locate customers.
• Manage the legal collections process, liaising closely with internal and external legal teams and third-party field call services.
• Mentor and coach junior staff on best practices in skip tracing, negotiation, and complex account management.
• Develop and implement proactive communication strategies to meet and exceed key performance indicators (KPIs).
• Oversee operational efficiency of Credit Control communication channels (e.g., Slack) to ensure service level agreements (SLAs) are met.
• Provide support across broader business functions such as Loss Recovery, and handle escalations and ad-hoc tasks as required.

Qualifications

THIS PERSON IS SOMEONE WITH

• Demonstrated experience in a similar role and seniority, or able to demonstrate excellent industry knowledge within commercial lending.
• Strong customer service focus and can anticipate potential problems or complaints and can resolve on first call resolution.
• High level of commercial thinking.
• Intermediate level Excel skills.
• Demonstrated initiative, drive, enthusiasm, and a true team player - acting as a role model to juniors.
• Excellent organizational and time management skills.
• High attention to detail and strong ability to work efficiently.
• Exceptional ability to work well with other people and build strong relationships, both within the credit control team, across the business, and externally.

Additional Information

PERKS & BENEFITS

Wellbeing: Free counselling, seasonal activities, Wellbeing Allowance, wellness room, flu shots Work Life: Home Workspace Allowance, Purchased Leave, Parental Leave, Parental Flex Leave, Lumi Life Leave for challenging events, breastfeeding/expressing space

Social & Food: Monthly lunches, regular celebrations, stocked kitchen, beer & kombucha on tap, board games, ping pong, rooftop BBQs

Rewards & Recognition: Competitive pay, referral bonuses, shout-out recognitions

Community Support: Paid volunteer leave, diversity celebrations, company volunteer days

Career & Growth: Advancement opportunities, higher education sponsorship, hackathons