Mortgage Services Specialist

7 days ago

Sydney, New South Wales, Australia Challenger Full time
About Us

Challenger Limited is a leading investment management firm managing a significant portion of Australia and New Zealand's mortgage portfolios. We are committed to providing our customers with financial security for a better retirement.

Job Description

We are seeking a highly skilled Mortgage Services Specialist to join our Contact Centre Operations team in Sydney. As a Collections Officer, you will be at the forefront of providing tailored forbearance solutions and helping borrowers navigate financial challenges with empathy and tact.

Main Responsibilities:
  • 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.
Required Skills and Qualifications:
  • A proven track record of experience in either collections or customer service within a contact centre environment.
  • A good understanding of credit and hardship assessment.
  • A customer-first mindset, with excellent communication and relationship-building abilities.
  • A working knowledge of Financial Hardship obligations and the enforcement process in both Australia and New Zealand.
Benefits

We offer a range of exclusive employee benefits, including a discretionary bonus scheme, 18 weeks paid leave for new parents, flexibility on parental leave, and additional support leave (fertility treatment leave, gender affirmation leave). You will also receive extra superannuation contributions and access to an employee share plan.

At Challenger, we value inclusion and diversity of thought, promote flexible working practices, and are proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality. We believe in bringing your authentic self and a belonging in our culture.

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