Collections Officer
2 months ago
About the Role
Challenger Limited is seeking a skilled Collections Officer to support our mortgage servicing operations in New Zealand. As a Collections Officer, you will play a critical role in providing exceptional customer service and helping borrowers navigate financial challenges.
Key Responsibilities
- Manage a portfolio of New Zealand mortgage accounts in collections, ensuring borrowers are assessed for hardship and negotiating repayment arrangements that are both fair and effective.
- 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.
- Work closely with borrowers to develop and implement forbearance solutions that meet their unique needs.
- Adhere to all regulatory, risk, and compliance obligations, ensuring that all debt collection activities are conducted within legal and ethical guidelines.
- Implement effective debt collection strategies and employ exceptional communication and negotiation techniques to achieve satisfactory outcomes.
Requirements
- Proven experience in collections and customer service within a contact centre environment, with a good understanding of credit and hardship assessment.
- Strong active listening skills, with experience of empathising and supporting borrowers in financial distress.
- Experience of working in an environment with key SLAs & KPIs.
- Experience in inbound and outbound service environments and a strong focus on customer advocacy.
- Experience in using Microsoft Word, Excel, and contact centre management tools.
- 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 dynamic and supportive work environment.
- Opportunities for career growth and professional development.
- A competitive salary and benefits package.
- A hybrid work environment.
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