Complaints Manager (Full-Time, Onsite – North Sydney)
At Mortgage House, we’ve built a reputation over nearly four decades as one of Australia’s most trusted and innovative non-bank lenders. We deliver flexible, competitive lending solutions underpinned by strong governance, disciplined credit management, and a customer-first philosophy.
We are seeking an experienced Collections & Hardship Manager to lead our arrears and hardship function, ensuring strong portfolio performance while delivering fair, compliant, and empathetic outcomes for customers experiencing financial difficulty.
About the Role
This is a critical leadership role responsible for overseeing end-to-end collections and hardship operations across residential mortgage portfolios. You will lead a team managing early arrears through to enforcement, while also owning the design and execution of hardship frameworks aligned to regulatory expectations.
You will play a key role in balancing commercial outcomes, customer vulnerability considerations, and compliance obligations, ensuring the business maintains a strong reputation with regulators and customers alike.
Qualifications:
- Bachelor's degree in finance, business administration, or a related field.
- Minimum of 5 years' experience in collections management or a similar role within the financial services industry.
- Strong understanding of relevant legislation and compliance requirements.
- Excellent communication and interpersonal skills, with a focus on customer service.
- Proficient in data analysis and reporting tools.
- Ability to lead and motivate a team in a fast-paced environment.
Key Responsibilities
- Lead, mentor, and develop a high-performing collections and hardship team
- Oversee end-to-end arrears management, including early-stage collections, hardship, and enforcement
- Design and implement effective hardship strategies and policies aligned with NCCP obligations and AFCA expectations
- Manage complex and sensitive customer cases, including vulnerable customers and long-term hardship arrangements
- Ensure compliance with all relevant frameworks including NCCP, ASIC guidance, AFCA approaches, and internal policies
- Drive strategies to reduce arrears, improve cure rates, and minimise loss outcomes
- Oversee litigation and recovery pathways in conjunction with external legal partners
Manage relationships with external stakeholders (legal firms, field agents, insolvency practitioners)
Deliver portfolio reporting, insights, and recommendations to senior leadership
Strengthen controls, documentation, and audit readiness across collections and hardship functions
- Lead continuous improvement across systems, processes, and customer engagement approaches
About You
- Proven experience in a Collections & Hardship Manager (or similar senior role) within the Australian mortgage or non-bank lending sector
- Strong expertise in hardship frameworks, customer vulnerability, and arrears management lifecycle
- Deep understanding of the regulatory environment (NCCP, ASIC, AFCA) and evolving expectations around customer outcomes
Demonstrated ability to balance commercial performance with fair and responsible lending obligations
- Strong leadership capability with experience managing and developing teams
Excellent judgement in handling complex, sensitive, and high-risk customer scenarios
- Analytical mindset with the ability to interpret portfolio data and drive performance improvements
Strong stakeholder management across credit, legal, compliance, and executive teams
Why Join Mortgage House?
- Join a well-established, high-growth non-bank lender with a strong market presence
- Take ownership of a critical function with direct impact on customer outcomes and portfolio performance
- Competitive remuneration package aligned to experience and performance
- Work alongside a high-calibre leadership team in a collaborative environment
- Opportunity to shape and uplift hardship and collections frameworks in a growing business
If you’re looking for a role where you can lead with impact, strengthen frameworks, and deliver balanced customer and commercial outcomes, we’d like to hear from you.
Apply now with your resume and a brief cover letter.
