Collections Officer – Home Loans
Mortgage House
North Sydney, NSW | Full-time | Office-based
Collections role with real ownership, support, and career progression
Mortgage House is an established non-bank lender with over 35 years of success in the Australian market. As our loan portfolio continues to grow, we are seeking an experienced Collections Officer to join our high-performing team.
This is an office-based role in North Sydney, suited to professionals who want end-to-end portfolio ownership, structured processes, and a supportive environment to deliver strong customer and recovery outcomes.
The Opportunity
Reporting to the Collections Manager, you will manage your own portfolio of mortgage arrears, hardship, and enforcement cases, working closely with customers to achieve sustainable outcomes.
You will operate in a well-supported, compliance-driven environment with manageable portfolio sizes, clear processes, and realistic performance expectations—with exposure to both early and late-stage collections.
This is not a call centre environment—you will have true ownership of your portfolio and the ability to apply judgement to achieve the right outcomes.
Key Responsibilities
- Manage a portfolio of mortgage arrears accounts end-to-end
- Assess and manage hardship applications in line with NCCP and regulatory requirements
- Implement appropriate collections and recovery strategies
- Manage late-stage collections, enforcement, and legal escalation processes
- Liaise with external solicitors, recovery agents, and stakeholders
- Ensure compliance with NCCP, ASIC, and AFCA guidelines
- Maintain accurate records and contribute to arrears reporting and insights
- Deliver strong customer outcomes while achieving recovery targets
About You
- 2+ years’ experience in mortgage collections or loan servicing
- Strong understanding of hardship processes and regulatory obligations (NCCP, ASIC, AFCA)
- Experience managing arrears portfolios, including late-stage collections
- Confident communicator with strong negotiation and customer management skills
- Ability to balance customer empathy with commercial outcomes
- Well organised with strong attention to detail
- Comfortable working in a structured, performance-driven environment
Why Join Mortgage House?
- End-to-end portfolio ownership (not a call centre environment)
- Supportive team environment with strong leadership and structured processes
- Exposure to early-stage, hardship, and enforcement collections
- Clear pathway into Senior Collections, Recoveries, or broader Credit roles
- Modern North Sydney office with harbour views
- Convenient location close to public transport, shops, and amenities
- Employee Assistance Program (EAP)
Apply
If you’re a Collections Officer looking for a role with greater ownership, stability, and career development, we’d love to hear from you.
Apply now with your resume.
