Lending and Collections Consultant

About SMB Money

SMB Money began as an unsecured consumer lender combining technology with manual processes. Over the last year, it has transitioned into a fully digital fintech lender featuring a leading automated credit decision system. Now expanding into mainstream personal loans, SMB Money continues to blend excellent customer care with responsible lending, offering a range of longer-term credit options tailored for everyday New Zealanders.

Role Overview

This position entails supporting the complete customer journey: from assisting with loan applications, assessing referrals, and providing support, through to handling missed repayments, hardship cases, and more serious arrears that may require escalation. The role covers all lending and collections duties, with a primary focus on delivering exceptional customer experiences while adhering to procedures.

The company leverages advanced technology to automate many processes, so ownership and self-direction are critical. While core responsibilities are consistent, priorities change based on customer needs and operational demands. The ideal candidate is skilled at independently managing workloads with a clear understanding of daily priorities.

Effective communication via chat, email, and phone is vital to provide a seamless and supportive experience. Candidates should be organized, customer-centric, tech-savvy, and proactive in identifying irregularities or improvement opportunities.

Key Responsibilities

• Assist customers throughout their journey, addressing enquiries, guiding lending applications, clarifying repayment and account details, and delivering outstanding support.
• Evaluate lending referrals by verifying information and documents, exercising judgment to determine when further review or escalation is necessary.
• Oversee repayments from missed payments to serious arrears, including offering hardship assistance, arranging payment plans, and referring accounts for external debt collection or legal action when needed.
• Keep comprehensive and accurate records of all customer interactions and account activities.
• Prioritize and manage daily workload autonomously in response to customer needs and changing operational volumes.
• Adhere to internal policies, processes, and compliance standards while identifying ways to enhance customer experience and operational efficiency.
• Utilize SMB Money’s technological systems to effectively handle workflow, communications, and account management.
• Collaborate with team members to achieve satisfactory outcomes for customers and the business.

Required Skills and Experience

• 2–3 years in customer service, preferably in a fast-paced environment involving phone, email, and digital communications.
• Capability to provide supportive customer service while maintaining accountability and guiding practical solutions.
• Strong judgment and problem-solving skills to make quick, effective decisions.
• Confident communication skills to conduct honest, empathetic, and professional conversations, including difficult topics.
• Highly organized with the ability to juggle multiple priorities and adjust workload independently amid fluctuating volumes.
• Comfort and enthusiasm for using technology, including Google Workspace, HubSpot, and various customer management systems.
• Ability to troubleshoot basic technical issues and navigate software independently.
• Attention to detail for accurate management of customer data and documentation.
• Proactive mindset to take ownership and identify when further review or process improvements are needed.

Preferred Experience

• Background in lending, collections, banking, insurance, or financial services.
• Experience supporting customers facing financial difficulties or sensitive situations.
• Familiarity with CRM, loan management, or workflow systems.

Benefits

• Work in a cooperative, no-ego culture within a growing fintech company with 13 years of responsible lending experience.
• Competitive salary package.
• Based in central Christchurch office with varied daily responsibilities.
• A supportive team environment fostering growth.
• Opportunities to gain experience across customer service, lending, and collections.
• A role offering meaningful responsibility and potential for career progression.