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Dedicated Collections Specialist

1 month ago

Sydney, New South Wales, Australia Challenger Limited Full time

About the Role:

We are seeking a highly skilled and customer-centric Dedicated Collections Specialist to join our team at Challenger Limited in Sydney. As a key member of our Contact Centre Operations team, you will play a vital role in providing exceptional customer service to our New Zealand mortgage borrowers.

Key Responsibilities:

  • You will manage a portfolio of New Zealand mortgage accounts in collections, ensuring borrowers are assessed for hardship and negotiating repayment arrangements that meet their unique needs.
  • You will handle inbound queries from customers while proactively reaching out via outbound calls to those in arrears, offering tailored solutions to help them get back on track.
  • You will work closely with borrowers to develop and implement forbearance solutions that address their specific financial challenges.
  • You will adhere to all regulatory, risk, and compliance obligations, ensuring that debt collection activities are conducted within legal and ethical guidelines.

Requirements:

  • You will have proven experience in collections and customer service within a contact centre environment, with a good understanding of credit and hardship assessment.
  • You will possess excellent communication and relationship-building skills, with a strong ability to empathise and support borrowers in financial distress.
  • You will be able to work effectively in an environment with key SLAs & KPIs, prioritising tasks and managing your time efficiently.
  • You will have experience working with Microsoft Word, Excel, and contact centre management tools.
  • You will demonstrate a proactive attitude toward risk management, with a strong commitment to compliance and ethical practices in all aspects of your role.

What We Offer:

  • A competitive salary package, including a base salary of $60,000 - $80,000 per annum, plus bonuses and benefits.
  • A hybrid work environment, allowing you to balance work and personal life.
  • A range of employee benefits, including discretionary bonuses, 18 weeks paid parental leave, flexibility on parental leave, and additional support leave.
  • The opportunity to work with a diverse and connected team, passionate about delivering exceptional customer experiences.

Challenger Limited:

We are a leading provider of mortgage servicing solutions, leveraging cutting-edge technology on a best-in-class Salesforce platform. Our goal is to deliver tailored forbearance solutions and exceptional customer service to our clients, while upholding the highest standards of regulatory compliance and risk management.