Retention Specialist- Leading Non Bank Lender

2 weeks ago

Sydney, New South Wales, Australia Thinktank Property Finance Full time

Thinktank
is one Australia's largest and fastest growing Residential and Commercial Property Non-bank Lender with a multi-office presence across Australia.


With a reputation in providing highly diligent and first class service, Thinktank focuses on building trust and providing specialised commercial property and residential finance services to their valued and loyal clients.


Role Overview


The Hardship and Collections Officer is responsible for assisting in the management of arrears files from the initial dishonour through to mid-stage arrears.

This position will also become involved in the assessment, recommendation and management of hardship matters.

Key Accountabilities

  • Attempting to retain customers (i.e. those looking to discharge).
  • Identify original broker and liaise with relevant Relationship Manager to identify if/how loan can be retained.
  • Outbound calling campaigns on selective borrowers which may be a high discharge risk
  • Assist customers to use the online portal for routine transactions.
  • Attend to any adjustments to terms.
  • Complete welcome calls to new borrowers post settlement.
  • Interest rate reviews (proactive reviews and at request of the borrower).
  • Assist to up skill the call centre with negotiation skills to complement retention activities to assist with first call resolution where possible.
  • Reporting on retention success.
  • Maintain accurate records of customer accounts including data entry into the core banking system as required.
  • Liaise with third parties where required to service customers effectively.

About You

  • Minimum of 1 year of retention, sales, or customer service outbound experience in a lending environment
  • Proven experience in residential or commercial lending
  • Some understanding of Financial Services legislation as it relates to residential and commercial lending.
  • Welldeveloped relationship skills. This will be demonstrated by an ability to provide a high level of service to internal stakeholders
  • Strong analytical skills and high degree of numeracy
  • Strong verbal and written and communication skills
  • High attention to detail

Why Thinktank?
We are a little bit different at Thinktank. No bureaucratic processes, politics or egos.

Fairness and transparency are our most important values, it's how we do business and how we look after our team.

You will be valued and trusted. You will work with welcoming and knowledgeable colleagues who will help you succeed.


We work a hybrid model of working from home and the office which encourages and supports great work life balance.

We offer meaningful employee benefits such as Flex leave in addition to annual leave and more.

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