Portfolio Support Officer

About the role

Bridgit is a non-bank lender that helps Australians access property equity through a digital application and flexible loan options. It is looking for a Portfolio Support Officer in Sydney to look after a portfolio of loans, stay close to customers and their brokers, and keep accounts on track.

Key responsibilities

• Own a portfolio of loans across their tenure, stay close to customers and brokers and build strong relationships.
• Anticipate issues early and give clear, helpful service on calls and emails, even in difficult conversations.
• Keep accounts performing to their terms and guide customers through issues; monitor accounts near maturity, rate resets and review points.
• Keep accurate, up-to-date file notes so the wider team knows the status and next action on every loan.
• Manage arrears accounts end to end: contact promptly, negotiate repayment and catch-up arrangements that suit the customer while protecting Bridgit's position, and follow arrangements through to completion.
• Help keep arrears reporting accurate so the Head of Credit Risk and Risk Council have a clear view of the book.
• Identify signs of financial hardship early and handle customers in line with the Protecting Vulnerable Customers Policy, working with the Collections Manager on hardship applications.
• Work within the National Credit Code, ASIC guidance and Bridgit's credit and collections policies, and flag emerging risk trends and possible complaints.

Required profile

• Experience in customer support, loan servicing, hardship or customer care, ideally with residential mortgages in a bank, non-bank lender, fintech or broker office.
• A warm, empathetic manner with the ability to hold a firm line and negotiate without losing the customer's trust.
• Customer-first mindset, especially toward customers in hardship.
• Sound knowledge of the National Credit Code, responsible lending and hardship obligations, or the willingness to learn them quickly.
• Strong organisation, clear written communication and disciplined record-keeping.
• Comfortable in a fast-moving fintech where processes are still being built.

What we offer

• Extra days off: birthday leave, kudos leave and an additional day of paid leave for life events or mental health.
• Two weeks of remote work per year from anywhere.
• Training and development budget and internal learning programmes.
• Generous parental leave.
• Discounted gym membership.
• Catered team lunches and a social calendar of events.
• Dog-friendly Sydney HQ office with a rooftop.