About the role

We are seeking experienced Collections Officers to join Resimac’s Collections team, with opportunities to specialise across Novated Lease collections and broader customer arrears and hardship management.

The purpose of this role is to manage all aspects of the Resimac Group arrears portfolio, responsibly managing accounts from 1 day past due through to default resolution, ensuring arrears are rectified in the least amount of time and at minimal cost to Resimac.

A key focus of the role is the early detection and identification of financial hardship and potential risk, including situations that may result in monetary loss or reputational impact. This is achieved through strong arrears management practices, sound judgement, effective communication and strict adherence to regulatory and compliance obligations.

Depending on experience and capability, the role may focus more heavily on novated lease and asset finance collections, or take a more holistic approach to customer arrears, including hardship management, loss mitigation and recovery strategies.

What you’ll be responsible for

Responsibilities may include:

Arrears & Customer Management

• Managing arrears and default accounts from early through to late-stage arrears
• Proactively identifying hardship indicators and managing Financial Assistance enquiries in line with Resimac’s Hardship Management Framework
• Establishing, monitoring and reviewing alternative repayment arrangements
• Identifying accounts that may pose financial, legal or reputational risk
• Achieving monthly arrears targets and service level standards

Novated Lease & Asset Finance Collections

• Managing mid to late-stage arrears across novated lease and secured asset portfolios
• Liaising with salary packaging providers, introducers, employers and service partners
• Managing termination calculations, payout figures and residual exposures
• Coordinating voluntary surrender, repossession and secured asset recovery
• Conducting commercially sound cost–benefit assessments on recovery strategies
• Supporting complex or escalated recovery matters across the auto loan portfolio

Legal & Recovery Activity

• Recommending initiation, continuation or suspension of recovery and legal proceedings
• Managing litigation matters in conjunction with panel solicitors and valuers
• Ensuring recovery action is proportionate, compliant, and undertaken as a last resort where loss exposure is evident

Stakeholder & Relationship Management

• Liaising directly with borrowers, introducers, brokers, solicitors and valuers
• Building strong internal and external stakeholder relationships
• Maintaining a professional, empathetic and customer‑focused approach
• Supporting team members and contributing to a collaborative team environment

About you

You’ll bring strong arrears and recovery capability, coupled with the judgement and empathy needed to balance customer outcomes with commercial and regulatory requirements.

You will have:

• 2+ years’ experience in collections, arrears or recovery roles
• Experience managing secured lending, asset finance, auto loans or mortgage arrears
• Exposure to hardship or financial assistance management
• Confidence dealing with complex or sensitive customer situations
• Strong understanding of consumer credit legislation, hardship obligations and compliance requirements
• Ability to assess risk, recommend recovery strategies and make sound commercial decisions
• Excellent written and verbal communication skills

Highly regarded (but not essential):

• Novated lease or salary packaging experience
• Exposure to repossession, enforcement or litigation matters
• Mortgage collections experience
• Tertiary qualification in finance or a related discipline

Candidates with strong transferable skills across asset finance, auto loans or mortgage collections are encouraged to apply.