• Flexible Hybrid working options available – Wollongong based
  
• Approx 12 month contract – Full time
  
• Join a dynamic team in assisting our members to achieve financial wellness

About The Role

We are seeking an experienced Collections Officer to join our Collections team in supporting members experiencing financial difficulty across consumer, home loan and commercial portfolios.

In this role, you will work empathetically with members in arrears or hardship, delivering sustainable solutions while balancing positive customer outcomes with sound commercial and regulatory requirements. You’ll play a key role in identifying vulnerability, managing hardship applications and minimising credit risk, all while upholding strong compliance standards.

Key Responsibilities

• Engage with members experiencing financial difficulty using an empathetic, customer-first approach
• Proactively manage early, mid and late-stage arrears across secured and unsecured lending products
• Assess, manage and resolve financial hardship applications in line with legislation and internal policy
• Liaise with external parties including solicitors, financial counsellors, collection agencies and insurers
• Contribute to team performance, continuous improvement and risk management initiatives
• Understand and implement industry best practices regarding hardship processing.

About You 

• Compassionate collections professional who thrives in complex, member-focused environment
• Min 2 years’ experience and knowledge of consumer, home loan and commercial lending and relevant legislation
• Demonstrated hardship assessment and resolution experience, with a strong customer service ethic
• Proficiency in Microsoft Office (Word, Excel)
• Ability to handle sensitive information with discretion and professionalism.

Why Join Us?

• Make a meaningful difference by supporting members through financial hardship
• Work in a collaborative, values-driven team environment
• Ongoing professional development and compliance training
• Opportunity to apply both commercial acumen and genuine empathy in your work
• A supportive culture that actively promotes diversity and inclusion and the wellbeing of our employees including designated wellbeing days.

At IMB, we’re proud of our 145-year history helping members achieve their financial goals. As a customer-owned bank, we’re focused on delivering great experiences, trusted service, and innovative solutions that make banking easier.

If you are passionate about helping members regain financial stability while delivering strong business outcomes and looking to join a high performing team, we’d love to hear from you.

Apply now by following the prompts. Applications close 8th February, 2026.  For further information contact Bill Johnston, Collections Manager – *************@imb.com.au. Please note, email applications are not accepted.

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