Collections & Hardship Manager

Job description

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 adm...