Senior Portfolio Support Officer

ABOUT US 🚀

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. With a simple digital application, fast approvals, and flexible loan options, we're making property finance seamless and stress-free.

We're now five years old and making huge strides. We've accredited over three-quarters of Australia's broker network, and launched white label solutions with Australia's largest aggregators - Connective, Aussie Home Loans, Finsure, and Loan Market Group - and we're just getting started.

Our momentum has been recognised with awards including Best Growth Story at the 2025 Fintech Awards, the 2025 Finder People's Choice Award for Lending Innovation, Deloitte's Tech Fast 50 2025, and a place among LinkedIn's Top 20 Startups in Australia 2025 & 2026.

DIFFERENCE YOU'LL MAKE

As a Senior Portfolio Support Officer, you make sure our customers are looked after and our loans are serviced well across their full tenure. It’s about knowing your customers, getting ahead of issues early, and giving people real help and great service when their circumstances change. You keep accounts on track from post settlement through to close, working with customers so they can close their loan, complete their exit strategy and meet the conditions of their loan. You also own portfolio reporting and keep security values current, so the Head of Credit Risk and Risk Council always have an accurate view of the book. You sit in the second line under the Head of Credit Risk and play a direct role in looking after both the customer and Bridgit’s book.

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.
• Take on the most complex or sensitive customer matters, working them through to a fair outcome and escalating to the Head of Credit Risk where needed.
• Give clear, warm, 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 security values up to date across your portfolio, ordering updated valuations at key points such as extensions, arrears and maturity, and flagging any movement in LVR.
• 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.

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 Head of Credit Risk to assess hardship applications fairly and on their merits.
• Communicate outcomes clearly and with care, so customers understand their options and next steps.

Report and give insight

• Own regular portfolio, arrears and credit risk reporting, giving the Head of Credit Risk and Risk Council a clear, accurate view of the book at all times.
• Track key metrics such as arrears ageing, roll rates, upcoming maturities, LVR movements and arrangement performance, and turn the data into clear recommendations.
• Help improve our servicing processes and reporting as Bridgit grows.

Do it the right way

• 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.
  
  

WHAT WE'RE LOOKING FOR

• Solid experience in loan servicing, collections, 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 customer-first mindset and a real desire to help people, especially those doing it tough.
• Strong working knowledge of the National Credit Code, responsible lending and hardship obligations.
• Confidence with portfolio data and reporting (strong Excel skills), and the ability to turn numbers into clear insights for senior leaders.
• A good understanding of property valuations and LVRs in a lending context.
• 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 days off: birthday leave, Kudos leave + an additional day of paid leave to be used for life events, celebrations or just a mental health reset.
• ✈️ Two weeks from anywhere: swap your desk for a change of scenery and work remotely for two weeks every year.
• 📚 Training & development budget: a dedicated budget for courses, conferences and learning, plus internal learning programmes.
• 👶 Generous parental leave: time to focus on what matters most when your family grows.
• 🏋️ Discounted gym membership: we’ll help cover the cost.
• 🍽️ Catered team lunches and a social calendar packed with events all year round.
• 🐶 Dog-friendly Sydney HQ office with a rooftop for lunch breaks and team catch-ups.

READY TO MAKE AN IMPACT? 🙌

If you’re excited about reshaping the lending industry and want to be part of a company that values authenticity and innovation, we’d love to chat. Apply now and let’s build the future of finance together!

A heads-up that because we operate in the financial services space, any offer made will be subject to successful pre-employment screening, including reference checks and a standard police check.