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About the Role
As Athena continues to redefine customer support in Australian lending, we are seeking a Senior Collections Lead who is a problem-solver, portfolio specialist, and customer advocate to manage end-to-end mortgage arrears from early intervention through to late-stage recoveries, including bridging loan defaults. You will drive sustainable customer outcomes and help shape the operational foundations of Athena Assist. This is a hands-on specialist role with significant ownership and opportunity for influence.
Responsibilities
- Manage an end-to-end arrears portfolio, using proactive engagement and data driven insights to prevent customers moving into deeper delinquency.
- Manage cases of non-monetary default and unresolved bridging loan maturity within Athena’s processes, procedures and policies.
- Work directly with customers to implement sustainable repayment strategies and catch-up plans suited to their individual circumstances.
- Prepare and refer appropriate matters to external service providers and monitor progress and outcomes.
- As an early hire, help the Head of Athena Assist identify "friction points" in current workflows, suggest practical improvements, and help develop automated workflows and customer contact strategies.
- Monitor trends within assigned cases and provide feedback on credit quality and customer behaviour to the wider Risk team.
Requirements
- At least three years’ experience in a mortgage or consumer collections role.
- Ability to manage complex cases, balance customer and commercial considerations, and make sound decisions within delegated authority.
- Comfortable navigating CRM systems and automated workflows.
- Ability to have "the tough conversation" while maintaining Athena's brand voice and respect for the customer.
- Ensure all risk and compliance standards are maintained.
- Support colleagues and contribute to the performance of the Team.
- Act as a leader in the company, bringing positivity, energy and flexibility to help create a great start-up culture.
- Liaise with Clients in a professional manner and provide regular updates on the progress of their application from submission.
- Ability to work autonomously and demonstrate attention to detail, including strong data entry skills with a high accuracy rate.
- Ability to work effectively in a high-pressure environment whilst also adding to the Athena culture – a fun, energised, dynamic start up environment.
Skills
- Problem-solving
- Portfolio management
- Customer advocacy
- Mortgage arrears management
- Bridging loan default management
- Customer resolution
- External partner coordination
- Process improvement
- Workflow automation
- Customer contact strategy development
- Data analysis
- Credit quality monitoring
- Customer behaviour analysis
- CRM navigation
- Automated workflow utilization
- Communication
- Attention to detail
- Data entry
- High accuracy rate
- Autonomy
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
- 3+ years
Benefits
- Inclusive, Flexible and casual working environment
- Hybrid working with HQ Anchor Days in award winning office space
- Wellbeing program to support physical, mental, social and financial health
- Perks program with access to discounts to every day expenses
- Fantastic team culture with monthly events
- Relaxed and fun atmosphere
- Opportunity to bring your unique self and skills
About the Company
- Athena Home Loans burst into the industry in 2019 to shake things up and change home loans for good.
- Reimagining home loans and showing Australia there's a lender on their side.
- Home loans are all they do.
- Continuously rewriting the rules of home lending, creating tools, products and policy that put the power back in customers' hands.
- Recognised amongst multiple consumer lending and industry awards including Canstar Outstanding Value and Innovation Excellence awards, RateCity and Mozo awards, and Fintech Lender of the year and made AFR Boss best places to work list.
- Place the power of independence in customers’ hands and in yours.
- Shape the pace and the place shapes you.
- Can-do and will-do attitude encouraged.
- Released from traditional hierarchy and norms, allowing freedom to be your authentic self.
- Adds layers to learning, not layers of bureaucracy.
- A diverse, unified team with no elbows.
- High-growth fintech.
Equal Opportunity
- Committed to a workplace that embraces diversity, equality, and inclusion.
- Athenians are free to let their own brand of freak fly.