Collections Officer

7 months ago

Parramatta, Australia AMP Limited Full time

**The opportunity**

AMP Bank Operations is responsible for delivering a client centric service offering that enables the AMP Bank strategy. The team provide mortgage and deposits products processing for AMP Bank, its clients and originators. As a Collections Officer, you will be responsible for managing the collection of arrears from clients who are unable to meet the contractual repayments on their AMP Bank Loan. This is a 12 month fixed term contract opportunity.

**How you will make an impact**
- Negotiate and agree on repayment arrangement plans with clients or their representative to bring their account up to date.
- Discuss complex and sensitive matters with clients or their representative regarding the clients’ accounts (including reasons for arrears) over the telephone.
- Liaise with various internal teams to identify, refer to and/or put in place financial assistance options to help the client meet their contractual obligations e.g. product switches, financial hardship assistance.
- Identify, recommend and manage legal enforcement action to protect the Banks’ security and recover the unpaid debt.
- Maintain accurate and up to date records of client interactions, reasons for arrears, outcomes of discussions and repayment arrangements.
- Manage a portfolio of accounts and meet productivity, arrears and loan losses Key Performance Indicators (KPIs) and targets.
- Identify and recommend process improvement suggestions.
- Identify and refer to management any areas of concern that may impact the client experience and expose the Bank to potential losses or instances of non-compliance with regulatory guidelines or community expectations.
- Assist with investigating and resolving client complaints & disputes.
- Comply with all regulatory requirements (e.g. Privacy Act, ACCC/ASIC Debt Collections Guidelines) and adhere to Bank policies and procedures in performing all aspects of the role.
- Participate in projects and other system/process improvement initiatives as required.
- Support other team members to ensure team objectives are achieved.
- Provide reporting and arrears data as required.

**What you will bring to the role**
- Minimum 24 months experience in a high-volume retail consumer collections or debt recovery role.
- Collections experience with consumer home loans or within the financial services industry is highly preferable.
- Working knowledge of the consumer legal and regulatory environment is highly regarded and preferred e.g. NCCC, Privacy Act, ASIC/ACCC Debt Collection guidelines.
- Demonstrated skills in problem solving, analytical, solution focussed and decision-making abilities
- Exceptional written and verbal communication skills
- Above average influencing and negotiation skills
- Self-motivated, results driven, collaborative & team player with the ability to work autonomously (preferred DHA experience)
- A client first passion with an empathetic nature whilst maintaining the privacy and confidential nature of a client’s circumstances

**Is this your dream job?**

**Working for AMP**

We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**

We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAMP Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**

The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

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