Thinktank is one of Australia’s largest and fastest‑growing residential and commercial property on‑bank lenders, supported by major local and international institutions. We’re known for doing things differently, putting people first, working as one, and always
doing what’s right for our customers and our people.
We’re seeking an experienced Hardship & Collections Manager to support the ongoing management of arrears and hardship matters, balancing strong credit outcomes with empathy, fairness and
integrity.
Role Overview
Reporting to the Head of Credit –Collections, the Hardship & Collections Manager supports the day‑to‑day management of arrears files from dishonour through to late‑stage arrears and
enforcement.
This role plays a key part in the assessment, recommendation, approval and ongoing management of hardship matters, while supporting proactive arrears management and high‑quality reporting. You’ll engage closely with borrowers, internal stakeholders and external partners to
achieve timely, compliant and people‑centred outcomes.
Key Accountabilities
Collections & Arrears Management
- Support proactive management of arrears, defaults and losses across
the loan book
- Manage daily dishonours and assist with mid‑ to late‑stage pre‑ and
post‑enforcement proceedings
- Prepare detailed arrears, hardship and loan loss provisioning
reports
- Conduct hindsight reviews of mortgagee‑in‑possession loans
- Support leadership of the collections function in the absence of the Head of Credit – Collections
Hardship Management
- Assess borrower hardship applications and make recommendations
within delegation
- Escalate matters outside delegation with clear, well‑reasoned
recommendations
- Support capability uplift through coaching, training and guidance
of team members
- Engage with borrowers in an empathetic, respectful and professional
manner during times of financial stress
- Work collaboratively with internal teams and external stakeholders
(including panel solicitors) to reach fair, timely and risk‑mitigated
outcomes
Compliance
- Support the management of IDR, AFCA and regulatory complaints in
partnership with Risk & Compliance
- Assist with audits and ensure compliance with NCCP, Privacy Act and
AML/CTF obligations
- Build strong working relationships across Credit, Sales, Loan
Support, Treasury, Finance and Compliance
- Actively contribute to a positive, collaborative and values‑led
team culture
About You
- You’re calm under pressure, commercially sound
and genuinely people‑focused. You know how to balance strong credit discipline
with empathy and fairness — and you always do what’s right.
- You’ll bring:
-
4–5+ years’ experience in residential and/or commercial property finance, with hands‑on hardship and collections experience
- Proven experience managing late‑stage arrears and legal enforcement actions
Strong knowledge of NCCP, Privacy Act and AML/CTF requirements
- Excellent analytical, communication and stakeholder management skills
- The ability to prioritise competing demands and work confidently in a small, collaborative team
Why
Thinktank?
At Thinktank, we put people first, always including during difficult moments.
We work as one, support each other to succeed, and focus on doing what’s
right for our customers, our partners and our people.
You’ll enjoy:
