Collections Specialist

6 days ago

Brisbane, Queensland, Australia KBH Solutions Pty Ltd Full time $90,000 - $120,000 per year
  • Competitive Salary on offer
  • Hybrid - Brisbane CBD
  • Leading Australian Finance Company

Are you passionate about delivering exceptional customer service and helping clients during challenging times? A leading Finance provider, renowned for its commitment to high standards of customer care, is seeking an experienced
Financial Hardship Officer
to join their growing team.

This role is crucial in providing empathetic and effective assistance to vulnerable customers experiencing financial or personal hardship.

Key Responsibilities

  • Handle customer enquiries regarding payment arrangements and flexible payment plan applications.
  • Conduct hardship and collections phone calls to manage arrears accounts and resolve them promptly.
  • Prepare customer communications and maintain reporting registers with a focus on achieving collections targets.
  • Escalate adverse trends to the Collections Manager as necessary.
  • Maintain the Hardship Register and ASIC reporting obligations.
  • Foster a customer-centric and supportive team culture.
  • Resolve escalated customer disputes, complaints, or objections.
  • Ensure adherence to internal procedures and external regulatory requirements.
  • Stay updated on relevant legislation, regulation, and company policy.
  • Perform additional duties as directed by the Collections Manager.

Key Competencies

  • Strong commitment to professional customer service delivery.
  • Clear and effective communicator, both written and verbal, at all levels.
  • Solid understanding of the home loans market.
  • Proven knowledge of collections, general lending, and financial products.
  • Awareness of legislation affecting collections and hardship management.
  • High attention to detail and accuracy in records and communication.
  • Strong negotiation skills that maintain positive customer relationships.
  • Excellent time management and self-motivation to meet deadlines.
  • Team player with the ability to share knowledge and contribute to team success.

Required Experience / Qualifications

  • 5+ years
    of experience in Mortgage and/or Auto Collections (preferably within a Bank or Financial Institution).
  • Demonstrated experience in
    late-stage collections
    and
    litigation handling
    .
  • Proven ability to manage hardship cases with a focus on both recovery and customer experience.
  • Experience building relationships and strategies aimed at exceeding expectations.
  • Relevant industry qualifications are highly regarded.
  • Specific experience in
    secured recoveries
    is desirable.

What's on Offer

  • Join a respected financial institution with a reputation for customer service excellence.
  • Hybrid working model
    : After training, work from home up to
    3 days per week
    .
  • Supportive and collaborative team environment.

Apply now or contact
Vanessa at
for a confidential discussion.

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