Collections Portfolio Manager
3 weeks ago
About the Role at Challenger
">Challenger is a leading company in Australia, known for its rapid growth and exceptional customer satisfaction. As a Collections Portfolio Manager, you will be at the forefront of providing tailored forbearance solutions and helping borrowers navigate financial challenges with empathy and tact.
">You will engage with customers through a mix of inbound and outbound calls as well as email channels and have the autonomy to manage your own portfolio of mortgage accounts, employing your skills in customer service, collections, and financial hardship assessment. Other responsibilities will include (but aren't limited to):
">- ">
- Portfolio Management: Manage a portfolio of mortgage accounts in collections, ensuring borrowers are assessed for hardship, and negotiating repayment arrangements that are both fair and effective.">
- Inbound and Outbound Communication: 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.">
- Tailored Solutions: Work closely with borrowers to develop and implement forbearance solutions that meet their unique needs.">
- Regulatory Compliance: Adhere to all regulatory, risk, and compliance obligations, ensuring that all debt collection activities are conducted within legal and ethical guidelines.">
- Operational Excellence: Implement effective debt collection strategies and employ exceptional communication and negotiation techniques to achieve satisfactory outcomes.">
The estimated salary for this role is $80,000 - $110,000 per annum, depending on experience. If you have proven experience in collections and customer service within a contact centre environment, with a good understanding of credit and hardship assessment, we encourage you to apply.
">About You
">We are looking for someone with:
">- ">
- A customer-first mindset, with excellent communication and relationship-building abilities.">
- Proven experience working in an environment with key SLAs & KPIs.">
- Experience in inbound and outbound service environments and a strong focus on customer advocacy.">
- A proactive attitude toward risk management, with a strong commitment to compliance and ethical practices in all aspects of your role.">
- A working knowledge of Financial Hardship obligations and the enforcement process in both Australia and New Zealand would be advantageous.">
About Us
">Challenger exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like yourself.
">Apply Now
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