What’s the role?

As a Loss Recovery Officer within the high-risk segment of the Collections team, you will be responsible for managing a portfolio of complex, high-risk arrears accounts and overseeing the end-to-end recovery process, from internal collections through to engagement with external mercantile and auction partners.

This role requires strong commercial judgement, customer empathy, regulatory compliance, and effective stakeholder management to minimise losses and achieve optimal business and customer outcomes.

Responsibilities: 

• Managed a portfolio of high-risk arrears accounts, referred from the Late Arrears team, ensuring appropriate and timely action to resolve outstanding debts
• Applied commercial acumen to determine suitable recovery strategies, including debt write-offs, escalations, or referrals to mercantile agencies
• Engaged directly with customers using advanced collections techniques to secure immediate payments or establish sustainable payment arrangements
• Maintained detailed and accurate records of all customer interactions and recovery efforts, supporting transparency and audit readiness
• Provided clear and concise instructions to external mercantile agencies, ensuring thorough investigation and resolution pathways
• Oversaw the repossession process, ensuring compliance with internal procedures and regulatory requirements

Skills & Experience required:

• Deep understanding of the Financial Services and Asset Finance industry, including NCCP and Debt Collection Guidelines
• Proven experience in loss recovery, collections, and responsible lending environments
• Strong negotiation and customer engagement skills with a high level of emotional intelligence
• Demonstrated experience managing and directing mercantile agencies and auction houses
• Excellent attention to detail, with the ability to work efficiently under pressure in KPI-driven settings
• Confident in communicating with senior stakeholders and management across written and verbal changes
• Quick to learn and explain complex processes, with a proactive and solutions-focused approach