Portfolio Support Officer (Fintech)

Location: Sydney CBD, Australia; 4 days in office and 1 day working from home

Company

hirify.global is a fintech lender providing digital property-equity and Buy Now, Sell Later financing solutions for Australian homeowners.

What you will do

• Manage a portfolio of loans throughout the customer lifecycle, working closely with customers and brokers.
• Monitor account performance, maturity dates, rate resets, review points, loan conditions, and exit strategies.
• Manage arrears cases end to end, including customer contact, repayment negotiations, catch-up arrangements, and follow-up.
• Identify financial hardship and customer vulnerability, assess hardship applications with the Collections Manager, and explain outcomes and options clearly.
• Maintain accurate file notes and arrears reporting, and escalate emerging risks, systemic issues, and potential complaints.
• Apply the National Credit Code, ASIC guidance, responsible lending requirements, credit policies, collections policies, and dispute-resolution standards.

Requirements

• Experience in customer support, loan servicing, hardship, or customer care; residential mortgage experience in banking, lending, fintech, or broking is preferred.
• Warm and empathetic customer manner with the ability to negotiate firm, practical outcomes.
• Knowledge of the National Credit Code, responsible lending, and hardship obligations, or the ability to learn them quickly.
• Strong organisation, follow-through, written communication, and record-keeping skills.
• Comfort working in a fast-moving fintech where processes and frameworks are still being developed.
• Ability to work from the Sydney CBD office 4 days per week, with 1 day working from home.

Culture & Benefits

• Work in an innovative and agile fintech focused on reshaping property finance.
• Birthday leave plus an additional paid day for life events, celebrations, or mental health recovery.
• Work remotely from a location of choice for two weeks each year.
• Internal learning and professional development initiatives.
• Regular social events and a collaborative office environment.