Case Manager

Some jobs let you hide behind a script. This one asks you to actually show up for people on their worst financial day — bankruptcy, repossession, real hardship — and to be good enough at your job that you can help them find a way through it.

About the Role

We're hiring a Senior Case Manager for the Special Assistance & Hardship desk of a fast-growing Australian fintech lender, supporting customers Australia-wide. You'll own a high-volume caseload of complex, often escalated hardship and arrears cases — from first contact through to a sustainable plan back to good standing. It's a standalone role: no direct reports, and no one making the calls for you, so you'll need to be someone who works well independently and trusts your own judgement.

What You'll Do

• Manage a portfolio of roughly 50–60 complex cases a day, including escalated situations like bankruptcy, repossession, and incarceration
• Assess hardship applications and build sustainable, tailored solutions based on each person's real circumstances
• Negotiate and monitor payment arrangements through to resolution
• Recognise and respond to signs of vulnerability (illness, family violence, financial abuse), escalating appropriately
• Coordinate default and legal notices, liaising with external agencies and legal representatives on escalated accounts
• Keep accurate, complete records of every interaction in the CRM and loan management system

What You'll Bring

• Case management or at least 5 years of collections experience — AU experience is preferred, but we're just as open to local or international collections backgrounds
• A background in banking, lending, or another finance-related industry
• Strong communication and customer management skills, with a genuine track record of resolving cases and finding workable solutions
• The resilience to sit with someone's distress, help them properly, and set it down at the end of the call
• Comfortable being self-directed — you'll be trusted to run your own caseload with autonomy
• Confidence with CRM and loan management systems

Nice to Have

• Direct hardship (not just collections) experience — a strong plus, not a dealbreaker
• Working knowledge of Australian consumer credit rules (NCCP Act, Privacy Act, ASIC/ACCC guidelines)
• Experience supporting Australian, UK, or US customers in a BPO/offshore setting
• A bachelor's degree in business, finance, commerce, or similar

What's In It For You

• Genuinely meaningful work — you'll be the difference between a customer spiralling and a customer getting back on track
• A full-time, stable role working Australian business hours, based in Manila
• Competitive base salary, with flexibility for the right candidate — discussed during the interview
• Join a business recognised on the AFR Fast 100 and Fast Global Top 50 — real growth, not a stagnant BPO desk
• An open, collaborative team culture — even in a role you largely run yourself, you're backed by people who understand the work

Call to Action

We're hiring for this one urgently. If you've got the senior collections background and the temperament for complex, high-stakes cases, apply now — shortlisted candidates will be contacted quickly for next steps.