Collections Specialist
2 days ago
We are seeking a skilled and customer-focused Collections Officer to join our Contact Centre Operations team at Challenger Limited. As a Collections Officer, you will play a critical role in providing tailored forbearance solutions and helping borrowers navigate financial challenges with empathy and tact.
Key Responsibilities:
- Manage a portfolio of New Zealand mortgage accounts in collections, ensuring borrowers are assessed for hardship and negotiating repayment arrangements that are both 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.
- Adhere to all regulatory, risk, and compliance obligations, ensuring that all debt collection activities are conducted within legal and ethical guidelines.
- Implement effective debt collection strategies and employ exceptional communication and negotiation techniques to achieve satisfactory outcomes.
Requirements:
- Proven experience in collections and customer service within a contact centre environment, with a good understanding of credit and hardship assessment.
- Customer-first mindset, with excellent communication and relationship-building abilities.
- 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 using Microsoft Word, Excel, and contact centre management tools.
- A proactive attitude toward risk management, with a strong commitment to compliance and ethical practices in all aspects of your role.
What We Offer
At Challenger, we provide a dynamic and supportive work environment that values diversity, inclusion, and employee well-being. We offer a range of benefits, including a discretionary bonus scheme, 18 weeks paid leave for all new parents, flexibility on parental leave, and additional support leave. We are proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality and a participant in the Australian Workplace Equality Index (AWEI).
Join Our Team
Challenger Limited is an ASX-listed investment management firm managing $127 billion in assets. We are committed to providing our customers with financial security for a better retirement. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
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