challenger

Customer Resolution Specialist – Collections

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Challenger Limited is an ASX-listed investment management firm managing $128.2 billion in assets (as at 31 December 2025). Life with us is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for a better retirement.

We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed.

Customer Resolution Specialist – Collections | Sydney | Full-time, Permanent

Help people find their way back on track.

Challenger Mortgage Management (CMM) uses market-leading technology, including a best-in-class Salesforce platform, to manage mortgage portfolios on behalf of our investors. We're growing our Contact Centre Operations team and looking for someone who leads with empathy and follows through with professionalism.

This isn't your typical collection’s role. It's about real conversations - listening, problem-solving, and helping customers navigate financial difficulty with dignity. If you've got the right mindset, we'll back you with the training and support to succeed.

About the team

You'll join a close-knit Contact Centre Operations team, managing your own portfolio of accounts. The work is varied and multi-channel, and no two conversations are quite the same. We offer hybrid working once you're settled in (post training), and a genuinely supportive environment where compliance and care go hand in hand.

What you'll be doing

  • Speaking with customers who reach out for help and proactively contacting those who've fallen behind.
  • Listening first, then working alongside customers to find hardship and repayment solutions that work for their situation.
  • Keeping every interaction compliant with legal, risk, and regulatory standards.
  • Drawing on your negotiation and problem-solving skills to land on fair, sustainable outcomes.

Who we'd love to hear from

We're far more interested in how you show up than what's on your CV. If you're naturally empathetic, calm under pressure, and motivated to genuinely help people, we want to talk to you. A background in collections, hardship, financial services, or general customer service are all welcome - and if you've touched the mortgage industry before, even better, though it's not essential.

You'll bring:

  • A natural ability to listen and build trust quickly, even in tough conversations.
  • Resilience and composure when supporting customers through difficult circumstances.
  • Comfort meeting SLA’s and KPI’s in a contact centre setting.
  • Microsoft Word and Excel skills (contact centre systems experience is a bonus).
  • A genuine commitment to doing the right thing by customers, every time.
  • Curiosity and a willingness to learn - we'll teach you the credit and hardship assessment side of things.

Desirable (not essential):

  • Experience in mortgage enforcement and complaint handling
  • Experience conducting hardship assessments

Additional Information

Working at Challenger means being part of a diverse, connected team that has fun and loves what they do. We’re small enough, but big enough to accelerate bold ideas, realising what’s possible for our customers and partners.

At Challenger, we provide access to a range of exclusive employee benefits that will support you both personally and professionally and a hybrid work environment including.

  • Discretionary bonus scheme
  • 18 weeks paid parental leave for all new parents
  • Challenger Day – one extra day off every year in recognition of the effort our people make.
  • Additional support leave (fertility, gender affirmation)
  • Extra superannuation contributions
  • Employee share plan
  • Employee Assistance Programme
  • Subsidised on-site café and central location near Martin Place Metro
  • Access to free onsite yoga, mindfulness and Pilates classes.
  • Access to annual free flu shots.

https://www.challenger.com.au/about-us/careers/our-benefits


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Challenger's employee value proposition guides how we work: Grow and realise your potential, supporting each other, stronger together and making things happen. Our culture encourages curiosity, considered thinking and meaningful contribution, with opportunities to build a broad and rewarding career.

We are committed to fostering a safe, inclusive and respectful workplace where people of all backgrounds, identities and ways of thinking can thrive, and promoting flexible working to support work-life balance.

Challenger is proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality, a Family Friendly Workplace and recognised as a Bronze Employer in the Australian Workplace Equality Index (AWEI), the national benchmark for LGBTQ+ workplace inclusion.

Job type:

Permanent

Posting Close Date :

31/07/2026