Our client is a well-established Australian provider within the asset finance sector, known for delivering tailored lending solutions across consumer and commercial markets. With a strong national presence, they have built a reputation for their customer-first approach, operational excellence, and long-standing broker and dealer relationships.
The business offers a stable and structured environment, supported by experienced leadership and clear processes. Teams operate within a collaborative culture where performance, accountability and continuous improvement are genuinely valued.
Benefits
- Hybrid working model – 2 days onsite, 3 days WFH
- Regular social events and team activities
- Inclusive diversity, equity & belonging programs
- Employee referral incentives
- Wellness and volunteer leave days
- Comprehensive wellbeing program and EAP
This is a 12-month fixed term contract reporting to the Senior Manager. You will lead an Early Arrears Collections team, driving performance while supporting strong customer outcomes.
You will be responsible for the following duties:
- Leading, coaching and developing a collections team to achieve KPI and behavioural outcomes
- Ensuring all customer interactions are handled with empathy and in line with regulatory requirements
- Managing the arrears portfolio, including campaign performance and account progression
- Conducting call monitoring and file audits, with structured coaching through regular 1:1s
- Acting as an escalation point for complex accounts, complaints and conduct-related matters
- Overseeing team performance, workflow and scheduling in a fast-paced environment
- Supporting process improvement initiatives and compliance with ASIC & ACCC guidelines
To be successful in this role, you will have experience in the following areas and demonstrate the below personal qualities:
- Minimum 2 years’ experience leading collections teams within a contact centre environment
- Exposure to asset finance is advantageous
- Strong understanding of ASIC & ACCC Debt Collection and Dispute Resolution Guidelines
- Hands-on leadership style with the ability to coach, motivate and influence
- Strong communication skills, with confidence managing difficult conversations
- Solutions-focused, with the ability to identify gaps and drive improvement
- Highly organised, resilient and comfortable in a KPI-driven environment
If you’re looking to step into a hands-on leadership role within a well-structured and growing environment, this is an opportunity to explore! Apply now or contact Sarah Bolster on 02 9002 5001 for a confidential discussion.
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