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Senior Collections Lead

Athena

Sydney, New South Wales, Australia Full-time Posted 30+ days ago
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Meet Athena, the Home Loan Wrecker  Athena Home Loans burst into the industry in 2019 to shake things up and change home loans for good. We're reimagining home loans and showing Australia there's a lender on their side. Home loans are all we do. We continue to rewrite the rules of home lending, creating tools, products and policy that put the power back in our customers' hands. Athena has been 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.   We place the power of independence in our customers’ hands and in yours. At Athena, you shape the pace and the place shapes you. Can-do and will-do, every person makes a big difference. Released from traditional hierarchy and norms, you’re free to be the person you know you are and want to be. Athena adds layers to your learning, not layers of bureaucracy, so you can do what you do best. If you’re looking to shake things up and make a difference in a diverse, unified team with no elbows, we’d love to hear from you.   We're looking for an experience Senior Collections Lead to join our Team.  The Mission 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 within significant ownership and opportunity for influence. The Role: What You’ll Do * Arrears Management: Manage an end-to-end arrears portfolio, using proactive engagement and data driven insights to prevent customers moving into deeper delinquency. * Bridging Loan and Non-Monetary Defaults: Manage cases of non-monetary default and unresolved bridging loan maturity within Athena’s processes, procedures and policies. * Customer Resolution: Work directly with customers to implement sustainable repayment strategies and catch-up plans suited to their individual circumstances. * External Partner Coordination: Prepare and refer appropriate matters to external service providers and monitor progress and outcomes. * Continuous Improvement: As an early hire, you’ll help the Head of Athena Assist identify "friction points" in our current workflows, suggest practical improvements, and help develop automated workflows and customer contact strategies. * Portfolio Insights: Monitor trends within your assigned cases and provide feedback on credit quality and customer behaviour to the wider Risk team. Who You Are * You have at least three years’ experience in a mortgage or consumer collections role. * You can manage complex cases, balance customer and commercial considerations, and make sound decisions within delegated authority. * You’re comfortable navigating CRM systems and automated workflows. You hate manual spreadsheets and love finding "the better way." * You know how 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 your colleagues and contribute to the performance of your Team; * Act as a leader in the company. Bring 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 . * Be able to work autonomously and demonstrate attention to detail, including having strong data entry skills with a high accuracy rate. * Have the ability to work effectively in a high-pressure environment whilst also adding to the Athena culture – a fun, energised, dynamic start up environment. Why Athena? * You aren't just following a manual; you're helping the Head of Athena Assist write it. Your feedback directly shapes our automation and outreach strategies. * We hate "busy work." You’ll use modern tools and automated triggers so you can focus on high-value problem solving. * As we grow to dominate the non-bank space, your role has a clear trajectory. You’re joining a high-growth fintech where high performers move up fast. Benefits & Perks * Inclusive, Flexible and casual working environment * Hybrid working with HQ Anchor Days in award winning office space * Wellbeing program to support your physical, mental, social and financial health * Perks program with access to discounts to every day expenses * Fantastic team culture with monthly events   You'll be joining an experienced team, passionate about being best in class in everything we do. We have a relaxed and fun atmosphere where you can bring your unique self and skills to help us all grow as a team. Be great, be you, play nice.   At Athena we are committed to a workplace that embraces diversity, equality, and inclusion. Athenians are free to let their own brand of freak fly.

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