Customer Resolution Specialist - Collections

Overview

Challenger Limited is an ASX listed investment management firm managing $128.2billion in assets (as at 31December2025). We are looking for a Customer Resolution Specialist - Collections in Sydney to join our Contact Centre Operations team.

About the Team

You will be part of a close knit team, managing your own portfolio of accounts. The work is varied, multi channel and each conversation is unique.

What You'll Be Doing

• Speak with customers who reach out for help and proactively contact those who have fallen behind.
• Listen first, then work with customers to find hardship and repayment solutions that suit their situation.
• Ensure all interactions are compliant with legal, risk and regulatory standards.
• Use negotiation and problem solving skills to arrive at fair and sustainable outcomes.

Who We'd Love to Hear From

• Empathetic, calm under pressure, and motivated to help people.
• Background in collections, hardship, financial services, or general customer service (mortgage industry experience is a plus).
• 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).
• Commitment to doing the right thing by customers, every time.
• Curiosity and willingness to learn - we will train you on credit and hardship assessment.

Desirable (Not Essential)

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

Benefits

• Discretionary bonus scheme
• 18weeks paid parental leave for all new parents
• Challenger Day - an extra day off each year
• 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
• Access to free on site yoga, mindfulness and Pilates classes
• Annual free flu shots

Working Conditions

The role is full time, permanent and based in Sydney. Hybrid working is available after training.

EEO Statement

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