THE COMPANY:

Lotus People is delighted to partner with a leading non-bank lender renowned for their exceptional service and numerous industry awards. This organisation fosters a collaborative, inclusive and fun work culture. Kickstart your career at an exciting time with opportunities for career growth and professional development within an ever-growing company!

If you have experience delivering financial assistance to those facing hardships and possess a deep understanding of regulatory guidelines and debt recovery processes, this could be your next exciting career move!

THE ROLE:

In this crucial role, you will manage the hardship portfolio, assess hardship applications, and work with both borrowers and key stakeholders to find viable solutions. This position will involve direct interaction with clients experiencing financial difficulty, providing them with financial solutions such as repayment plans or pauses, and ensuring that recovery processes are managed efficiently and compliantly.

This role will report into an experienced Financial Assistance Team Leader. A hands-on manager who is known for his supportive leadership style and down to earth nature. He values flexibility and provides his team with the opportunity to work from home two days a week.

RESPONSIBILITIES:

• Respond to requests for assistance from clients experiencing financial difficulties and offer tailored financial solutions that meet their needs.
• Manage hardship accounts, proactively working to resolve issues promptly and cost-effectively.
• Work in a tight-knit team of 9 and complete 3 assessments per day.
• Ensure that hardship applications and recovery actions are carried out within ASIC Debt Collections Guidelines.
• Identify potential risks early and implement appropriate loss mitigation strategies.
• Liaise directly with borrowers, panel solicitors, valuers, mortgage insurers, and Originators/Introducers to resolve cases effectively.

EXPERIENCE:

• Minimum of 3 - 5 years Collections experience and at least 2 years Mortgage Collection experience
• Previous experience in a mortgage credit control position and more
  specifically, experience and knowledge of legal processes and notices in all states
• Experience with security loan facilities, MIP processes, and mortgage-related legal proceedings
• In-depth understanding of Consumer Credit Code, Privacy Act, and relevant recovery legislation across Australian states.

BENEFITS:

• New modern CBD offices close to public transport
• Opportunities for career growth and professional development within an ever-growing company
• Free breakfast every morning
• Tight-knit and sociable team culture - a real buzz in the office
• Flexible work arrangements, with 2 WFH days
• Thorough training programme provided to set you up for success, with fantastic onboarding process and ongoing tailored training
• Opportunity to earn a discretionary bonus
• Income protection for all permanent employees
• Flexibility with up to 4 weeks of remote work available
• Additional benefits like purchased leave, monthly wellness hour, volunteer opportunities, and discounted gym memberships

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted
candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.