Financial Security Specialist

4 weeks ago

Sydney, New South Wales, Australia Challenger Full time

At Challenger, we're a leading investment management firm managing $127 billion in assets. We're committed to providing our customers with financial security for a better retirement.

We believe in fostering an inclusive work environment where people from diverse backgrounds can contribute and succeed.

This role as a Customer Service Officer will support our mortgage customers based in Sydney. As a dedicated and customer-centric professional, you'll provide exceptional service while helping borrowers navigate financial challenges.

About the Role

You'll be part of CMM's Contact Centre Operations team, where you'll pride yourself on delivering outstanding customer satisfaction. As a Collections Officer, you'll develop tailored forbearance solutions and assist borrowers in need with empathy and tact.

Your key responsibilities will include:

  • Inbound and Outbound Communication: Handle inbound queries, proactively reach out to customers in arrears, and offer 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: Ensure all debt collection activities adhere to regulatory, risk, and compliance obligations.
  • Operational Excellence: Implement effective debt collection strategies and employ exceptional communication and negotiation techniques to achieve satisfactory outcomes.

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, with strong active listening skills and experience supporting borrowers in financial distress.
  • Familiarity with Financial Hardship obligations and enforcement processes in Australia and New Zealand.

As a valued member of our team, you'll enjoy a range of benefits, including:

  • A competitive salary package with bonuses.
  • Flexible working arrangements and hybrid work options.
  • Access to exclusive employee benefits, such as 18 weeks paid leave for new parents, flexible parental leave, and extra superannuation contributions.
  • Professional development opportunities and a commitment to diversity and inclusion.

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