Customer Experience Specialist

4 weeks ago

Sydney, New South Wales, Australia Challenger Full time

At Challenger, we're committed to delivering exceptional customer experiences. As a Customer Service Officer, you'll be at the forefront of this mission, providing tailored solutions to mortgage customers in Australia and New Zealand.

This is an exciting opportunity to join our Contact Centre Operations team, where you'll have the autonomy to manage your own portfolio of mortgage accounts. Your skills in customer service, collections, and financial hardship assessment will be instrumental in helping borrowers navigate financial challenges with empathy and tact.

We're seeking a dedicated and customer-centric individual who can provide best-in-class customer service while working collaboratively with colleagues to achieve outstanding results. If you're passionate about delivering exceptional customer experiences and have a proven track record in collections or customer service, we'd love to hear from you.

In this role, you'll engage with customers through a mix of inbound and outbound calls, as well as email channels. You'll have the opportunity to work closely with borrowers to develop and implement forbearance solutions that meet their unique needs, ensuring they receive the support they require during challenging times.

As a Collections Officer, you'll adhere to all regulatory, risk, and compliance obligations, ensuring that all debt collection activities are conducted within legal and ethical guidelines. Your exceptional communication and negotiation skills will enable you to achieve satisfactory outcomes for both borrowers and the company.

To succeed in this role, you'll need:

  • Proven experience in collections or customer service within a contact centre environment
  • A good understanding of credit and hardship assessment
  • An empathetic approach to supporting borrowers in financial distress
  • Strong active listening skills
  • Experience working in environments with key SLAs & KPIs
  • Proficiency in Microsoft Word, Excel, and contact centre management tools

Additional benefits of working at Challenger include access to a range of exclusive employee perks, such as:

  • Discretionary bonus scheme
  • Eighteen weeks paid leave for new parents
  • Flexibility on parental leave
  • Challenger Day – one extra day off each year
  • Additional support leave (fertility treatment leave, gender affirmation leave)
  • Extra superannuation contributions
  • Employee share plan

We value diversity, inclusion, and flexibility in the workplace. At Challenger, we believe in creating an environment where people can thrive and grow. If you're looking for a rewarding career opportunity that offers a great work-life balance, look no further

Estimated annual salary: $85,000 - $110,000

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