Customer Assist Officer

2 weeks ago

Newcastle, New South Wales, Australia Newcastle Greater Mutual Group Full time

Purpose of the role
Variety is what you can expect with a good mix of customer interaction and portfolio management.

As a Customer Assist Officer you will run your own portfolio of accounts, working alongside your supportive team-mates, and having fun along the way.

You are a person who genuinely wishes to understand our customers' needs and through negotiation and empathy to reach a shared outcome.


Reporting to the Customer Assist Team Leader and working collaboratively within the Customer Assist team, you will assist in controlling the reduction of arrears on loan accounts and overdrawn savings accounts to minimise the number and dollar value of arrears and losses, while ensuring collection activities are in accordance with relevant legislations and industry regulation.

***
What will your key responsibilities include?

  • Managing a large volume of outbound and inbound telephone calls and provide key solutions to customers on a daily basis.
  • Managing a portfolio of arrears accounts, including home loan, personal loan, credit card and overdrawn savings accounts
  • Liaising with customers to negotiate and secure payment arrangements
  • Investigating reasons for arrears, identify financial hardship while demonstrating empathy
***
What are we looking for?

  • You enjoy solving problems and asking lots of questions
  • You are passionate about customer experience and service
  • Proficient computer skills and the ability to pick up new systems
  • Be a fast learner with excellent attention to detail
  • Be well organised and have the ability to prioritise
Ideally you will also

  • Sound knowledge of collections processes and systems
  • Demonstrated knowledge of the legal recoveries process in the relevant jurisdictions
  • Sound knowledge of NCCP, Privacy Act and other relevant legislation
  • Experience working in a relevant field such as Finance or Banking is highly preferred

In return:

  • Develop knowledge of the legal recoveries process in the relevant jurisdictions
  • Gain a deeper understanding of NCCP, Privacy Act and other relevant legislation
***
What can you expect from us?
NGM Group employees can take advantage of the following work perks:

Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination.

Lifestyle and giving back; Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.

Professional advancement; Flexible work arrangements, recognition programs and employee referral program.

About us


We're NGM Group, and we offer retail banking services to more than half a million Australians under the brands Greater Bank and Newcastle Permanent.


We have fresh energy and big goals for our customers, and our people are key to us achieving this success.

If you're ready to be part of a team that puts the customer first and enjoys a challenge as the path to growth and innovation, thenwe want you

Collectively, we're the largest customer-owned bank based on net assets and the 10th largest Australian-owned bank for household deposits.

A financial powerhouse headquartered in the Hunter, we have a workforce of more than 1,600 people and total assets of more than $20 billion.

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