Senior Collections Officer

We're growing our Collections team and are looking for two experienced professionals to join us, including a Collections Officer and a Senior Collections Officer. Whether you're an established collections specialist or ready to take the next step into a senior role, you'll play a key part in supporting customers through challenging financial situations while protecting the strength of RedZed's lending portfolio through effective collections, hardship management and loss recovery.
Why RedZedAt RedZed, we exist to champion Australia’s self employed, a community built on resilience, independence and ambition. Since 2006, we’ve supported more than 28,000 self employed Australians and we’re just getting started.
You’ll be joining a collaborative and engaged team of 130+ people based in our Melbourne HQ - think onsite badminton courts, weekly fitness classes, end of trip facilities and sweeping 26th floor views.
What You’ll Be DoingManaging a portfolio of residential and commercial loans in arrears and keeping delinquency to a minimumIdentifying hardship cues and recommending appropriate solutions to support customers through financial difficultyMinimising lending losses through effective collections, recovery activity and loss mitigation strategiesManaging mortgagee-in-possession matters and supporting end-to-end loss recovery processesHandling customer complaints, including internal escalations and AFCA-related mattersRecovering funds on accounts that have been written offLiaising with internal and external stakeholders including valuers, conveyancers and solicitorsIdentifying and mitigating risk, and escalating issues or concerns to the business when required
About YouYou bring solid experience managing residential and commercial mortgage collections, with a strong understanding of the end-to-end collections process, financial hardship requirements and loss recovery activities. You have excellent written and verbal communication skills, are confident handling customer complaints, and understand the importance of complying with regulatory requirements including the National Consumer Credit Protection Act, Privacy Act and Debt Collection Guidelines.
Just as importantly, you're empathetic, resilient and solutions-focused, with the ability to work collaboratively with customers to achieve mutually beneficial outcomes. You're comfortable negotiating, managing risk and navigating complex collection matters, including hardship requests and mortgagee-in-possession cases. Experience with commercial property collections, Salesforce and loss recovery activities will be highly regarded.
What’s in it for youSupport and mentorship from industry leaders, with opportunities for further study in relevant fields.Many of our leaders have been promoted from within, we champion your development and career progression.Balanced hours, and “dress for your day” to support your lifestyle.Competitive salary, growth opportunities, and yes - a day off on your birthday!Enjoy a wellbeing-focused culture: fresh fruit, flu vaccinations, ergonomic desk assessments, and access to our wellness room.Take time to celebrate and give back with charity leave, regular social events, and team celebrations.Financial wellness perks including paid parental leave, salary sacrifice options, novated car leasing, and access to corporate discounts