Mortgage Portfolio Specialist
2 weeks ago
About the Role
As a Collections Officer at Challenger Limited, you will be responsible for providing exceptional customer service and support to New Zealand mortgage borrowers. You will work closely with customers to develop and implement tailored forbearance solutions that meet their unique needs.
Key Responsibilities
- Manage a portfolio of New Zealand mortgage accounts in collections, ensuring borrowers are assessed for hardship and negotiating repayment arrangements that are fair and effective.
- Handle inbound queries from customers seeking assistance with their accounts, while proactively reaching out via outbound calls to those in arrears, offering tailored solutions to help them get back on track.
- Work closely with borrowers to develop and implement forbearance solutions that meet their unique needs.
- Ensure compliance with all regulatory, risk, and compliance obligations, ensuring that all debt collection activities are conducted within legal and ethical guidelines.
Requirements
- Proven experience in collections and customer service within a contact centre environment, with a good understanding of credit and hardship assessment.
- Strong active listening skills, with experience of empathising and supporting borrowers in financial distress.
- Experience of working in an environment with key SLAs & KPIs.
- Experience in inbound and outbound service environments and a strong focus on customer advocacy.
About Challenger Limited
At Challenger Limited, we provide access to a range of exclusive employee benefits that will support you both personally and professionally, including a hybrid work environment, discretionary bonus scheme, and additional support leave.
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