Collections Officer

• Make a real impact by helping customers through financial hardship while building strong, trust-based relationships.
• Enjoy variety every day with a hybrid role combining collections, administration, and cross-team support.
• Grow your career in financial services with a supportive team, compliance-driven processes, and opportunities to learn across multiple functions.

About us
Over the past 25 years, Bluestone has become a trusted leader in Australian lending, known for delivering flexible, innovative, and straightforward solutions that break the mould of traditional lending. At the heart of everything we do is a commitment to support more Australians achieve their dream of homeownership, because we believe everyone deserves the chance to build their future.

We offer our award-winning lending solutions directly to brokers, allowing them to help their clients; from the self-employed, to those with imperfect credit or seeking niche lending needs. It's this spirit of constant innovation and relentless customer focus that earnt us the title of 2025 Non-Bank of the Year.

Are you ready to join one of Australia's fastest growing lenders?

About the role
As a Mortgage Collections Officer, you will play a critical role within our financial services team, supporting customers who are experiencing payment difficulties. Your primary responsibility will be to engage with customers by telephone, understand the reasons behind their arrears, and work collaboratively to find suitable solutions to resolve overdue accounts. You will use your strong negotiation skills to establish and maintain payment arrangements, negotiate settlements, and provide empathetic support to customers facing financial hardship. Accurate record-keeping and strict adherence to regulatory and compliance standards are essential to ensure the protection and integrity of customer data.

Key Accountabilities & Responsibilities

• Manage a portfolio of outstanding mortgage accounts across the full arrears lifecycle, including Mortgagee in Possession and Asset Realisation stages.
• Achieve sustainable outcomes for both customers and the business through effective recovery of outstanding arrears.
• Negotiate, implement, and monitor payment arrangements with customers, ensuring compliance with agreed plans.
• Build rapport and maintain strong, trust-based relationships with customers.
• Identify cases of financial hardship and refer customers to the financial hardship specialists for support.
• Apply a well-developed understanding of reconciliation processes to resolve account discrepancies.
• Maintain strong knowledge of relevant legislative and regulatory requirements related to collections activities.
• Efficiently resolve customer queries and issues, ensuring a high level of service.
• Collaborate closely with Bluestone's Legal and Asset Realisation teams to ensure the effective execution of the collection's strategy.
• Perform a range of administrative tasks to support Collections operations, including document management, data entry, and preparation of reports.
• Backfill the Collections Officer, Hardship Officer, and Realisations Officer roles as required from time to time.

Your Experience

• Previous experience in a collections role within the Banking & Finance industry is preferred by not required.
• Demonstrated success working in a busy, fast paced environment.
• Proficiency in using a range of communication channels to effectively engage customers.
• Strong customer service orientation with a proven ability to exceed customer expectations.

About you

• Strong negotiation skills with the ability to overcome objections confidently and professionally.
• Empathy, patience, and a customer-centric mindset when assisting customers in financial difficulty.
• Strong problem-solving abilities and critical thinking skills, particularly in high-pressure or challenging situations
• Excellent verbal and written communication skills, with a team-first approach and keen attention to detail.

What makes us a great place to work?
Our most important asset is our people. We're committed to investing in our employees and offer a range of holistic perks and benefits to support individual needs. Our supportive and inclusive culture enables our people to grow and learn, to achieve their personal and professional goals, through collaboration and innovation.

Some of our benefits include:

• Employee Assistance Program (EAP)
• Bluestone Day
• Parental Leave
• Volunteer Leave

Next Steps
Bluestone is an equal opportunity employer and welcomes applications from individuals of all backgrounds. Our hiring decisions are based on your experience, skills, enthusiasm, and your future potential in the role. If you feel that you meet some, but not all the requirements above, we still encourage you to apply. If you are invited to an interview, please advise us if you require any reasonable adjustments during the interview process, and what pronouns you use.

If you have any further questions, please reach out to us