Portfolio Support Officer in Sydney

Bridgit is a leading non-bank lender transforming the way Australians access property equity. Purpose-built to make property transactions faster and easier, we pioneered the Buy Now, Sell Later solution – empowering homeowners to unlock their property equity and move on their terms.

As a Portfolio Support Officer, you make sure our customers are looked after, and our loans are serviced well across their full tenure. It is about knowing your customers, getting ahead of issues early, and giving people genuine help and great service when their circumstances change. You keep accounts on track from post settlement through to close, work with customers to make sure they are on track to be able to close their loan and complete their exit strategy and make sure they are meeting the conditions of their loan.

What You'll Do

• Look after your customers: Own a portfolio of loans across their tenure, staying close to customers and their brokers and building real relationships along the way.
• Get ahead of issues before they become problems, reaching out early and helping customers find a way through when things change.
• Give clear, warm, genuinely helpful service on every call and every email, so customers feel looked after even in hard conversations.
• Keep loans on track: Make sure each account is performing to its terms and provide guidance if there are any issues.
• Monitor accounts approaching key dates such as maturity, rate resets and review points, and manage each through to the right outcome.
• Keep accurate, contemporaneous file notes so the status and next action on every loan is clear to the wider team.
• Resolve arrears with care: Manage arrears accounts end to end, making contact promptly and working with customers to find a practical way back on track.
• Negotiate repayment and catch-up arrangements that suit the customer’s circumstances while protecting Bridgit’s position.
• Follow arrangements through to completion, re-engaging customers who fall out of contact.
• Assist with keeping arrears reporting accurate so the Head of Credit Risk and Risk Council have a clear view of the book at all times.
• Support customers doing it tough: Spot signs of financial hardship or vulnerability early and handle these customers in line with Bridgit’s Protecting Vulnerable Customers Policy and our hardship obligations.
• Work with the Collections Manager to assess hardship applications fairly and on their merits.
• Communicate outcomes clearly and with genuine care, so customers understand their options and next steps.
• Work within the National Credit Code, ASIC guidance and Bridgit’s credit and collections policies at all times.
• Handle every interaction to Bridgit’s conduct and complaints standards, recognising and referring matters that may fall under our internal dispute resolution process.
• Flag emerging risk trends, systemic issues and possible complaints early so we can get ahead of them.

Experience You'll Bring

• Experience in customer support service, 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 outcomes without losing the customer’s trust.
• A genuine customer-first mindset and a real desire to help people, especially those doing it tough.
• Sound knowledge of the National Credit Code, responsible lending and hardship obligations, or the appetite to learn them quickly.
• Strong organisation and follow-through, so nothing slips through the cracks.
• Clear, accurate written communication and disciplined record-keeping habits.
• Comfortable in a fast-moving fintech where processes and frameworks are still being built.

Why Join Us?

Bridgit values its team, they are the heart of how we build this business. Along with competitive remuneration, slick offices and the chance to be part of an innovative, agile fintech, we also offer:

• Extra Leave– we offer birthday leave + an additional day of paid leave to be used for life events, celebrations or just a mental health reset.
• Two weeks from anywhere– we encourage employees to work remotely from a location of their choice for two weeks each year.
• Learning and Development– all employees are encouraged and empowered to engage in professional development including a number of learning initiatives run internally.
• Social events– we have a jam-packed social scene, with events throughout the year.

Location: Sydney CBD (4 days in office, 1 day WFH)