Financial Assistance Team Leader - Collections/Hardship

We are a proudly purpose-led ASX-listed fintech on a mission to power peoples’ progress and make a real difference in the world, starting right here in Australia. By building products and experiences designed to have a positive impact on the financial health and lives of our customers, we are inching ever-closer to achieving our purpose. 

We offer smarter, fairer loans that help people kick their goals sooner, a nifty round up tool to help people get out of debt and save even faster, and a dashboard that helps people track and improve their credit scores.

The better we do this, the more positive change and impact we can have on our customers. Now is the time to join one of Australia’s fastest growing fintechs and make an impact.

We are a people first business and value flexibility as part of our work - our team work in a hybrid working environment, 3 days per week in our beautiful office space.

We're looking for an experienced and people-focused Financial Assistance Team Leader to lead our Case Management team across our Sydney and Manila offices. This is a hands-on leadership role where you'll be responsible for the day-to-day operations of a team of Collections and Hardship Officers, driving both team performance and meaningful customer outcomes.

You'll coach and develop your team, as well as identify and implement opportunities to uplift processes, systems, and service delivery. You will also work closely with internal and external stakeholders to craft solutions for customers in arrears while ensuring that all interactions are handled with fairness, empathy, and compliance - particularly for vulnerable customers, customers in special situations or experiencing financial hardship.

• Coach, motivate, and support a team of Financial Assistance Officers across Sydney and Manila offices

• Identify individual development needs and build targeted training to close gaps

• Review and conduct quality assurance across calls and emails to ensure compliance with relevant regulatory requirements

• Design and uplift collections processes to deliver exceptional customer outcomes, aligned with industry regulations and guidelines.

• Lead reward and recognition initiatives and create genuine connections across a dispersed team

• Own daily, weekly, and monthly performance reporting and monitor KPIs

• Identify and implement strategies to improve contact rates, cure arrears, and roll rates as aligned with business objectives

• Handle team escalations with authority to settle accounts, approve enforcement costs, progress legal matters, and resolve IDR and EDR complaints

• Work with internal and external stakeholders, such as external vendors, to embed best-practice collections processes

• Roll up your sleeves and support customers directly via phone, email, and webchat when required to support the team

• You are firmly embedded in the team - you've built genuine relationships, have a clear view of individual strengths and development needs, and your coaching is making a visible difference to both team performance and customer outcomes

• Your collections and hardship expertise is evident - you've assessed existing processes, identified gaps, and have implemented or are actively progressing meaningful improvements aligned to regulatory requirements and best practice

• Your team is performing - contact rates, cure rates, and roll rates are moving in the right direction, and your team feels accountable, supported, and set up to succeed based on 360 feedback. 

You have demonstrated experience leading a collections or hardship team within the financial services space, ideally in consumer lending. You'll have a strong working knowledge of hardship obligations, responsible lending principles, and the regulatory frameworks governing collections - including the NCCP Act, Australian Privacy Principles, Debt Collections guidelines and Credit Reporting framework. 

Beyond technical knowledge, you're a coach at heart. You know how to get the best out of people, hold performance conversations with care, and build team cultures that are both accountable and supportive. You're comfortable operating in a fast-paced, multi-location environment and can balance competing priorities without losing sight of the customer.

• Experience in hardship and vulnerable customer situations, including domestic violence. 

• Solid understanding of contact centre concepts and technologies.

• A foundational understanding of data analysis and reporting functions in Excel or Google Sheets.

• Highly evolved written and verbal communication skills, with the ability to understand and liaise with other functions.

• Attuned emotional intelligence, with the ability to demonstrate patience, empathy, and genuine care for others.

• The ability to lead by example in customer-first behaviours and performance.

• Flexible and hybrid working

• $500 every year to spend on your wellbeing

• Take an extra Annual Leave day off on us every financial year, with A Day on Wisr

• Own your career journey by upskilling with unlimited access to LinkedIn Learning

• Access to ClassPass for a range of fitness and wellness options

• Generous paid parental leave to support your transition to parenthood

• Regular social events and awesome team offsites

• Access to our Employee Assistance Program, Uprise with up to 6 coaching sessions per year

As a purpose-led organisation on a mission to power peoples’ progress towards what matters to them, we truly believe in what we do and every person who joins our team plays a part in our success. By practising what we preach (hello, $500 wellness reimbursement, 1:1 coaching via Uprise and access to learning tools!), you are empowered to own your role, your development and the space that you play in.

We value psychological wellbeing and safety, fostering a high-performing culture which enables continuous learning and growth. Our hiring and interviewing process is designed for you to showcase your experience, skills and passion and take great pride in not just ‘ticking a box’. If this role resonates with you, we want to hear from you. 

• Courageously ask, “What if?”: We challenge the status quo, and we know that decisions that make us smarter, stronger, faster, more innovative always start with a “What if?”.

• ❤️ for the customer: Our internal and external customers are at the center of everything we do. We genuinely have their best interests at heart.

• Smarter parts together: We believe the real magic happens when we bring together the right mix of Smart Parts and work as a team. 

• Be a stunning colleague: It’s not just about excelling in our roles, but also going the extra mile to make our colleagues and Wisr shine too. 

• Growth over comfort: We love learning, and we always find opportunities to learn something new whether it is facing a fear or pushing through something uncomfortable to level up.