Collections Agent

3 days ago

Sydney, New South Wales, Australia Nab - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: Aust - NSW Metro
- **You'll be supported to manage your career, work, and life**:

- **Work in a collaborative and inclusive team environment**:

- **Bring your ideas, ambitions, and passions both in and outside of work**

It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.

You make NAB. You get it done for our customers and our communities. You're laying the foundations for NAB's future success. Together we'll grow, excel for our customers, and make this a workplace to be proud of.

**The role**

A **NAB Mortgage Collections & Secured Hardship Agent** is primarily responsible for the end-to-end lifecycle management of all delinquent and pre-delinquent mortgage customers.

**Day to Day responsibilities will include but not limited to**:

- Forecasting and inventory management across 30+ and 90+ delinquency
- Independently analyses trends to identify potential process improvements, productivity increase opportunities and workflow improvements
- Making recommendations based on collections and/or recovery knowledge
- Skip tracing/field calls and where appropriate, instructing solicitors to prepare legal notices and/or commence enforcement proceedings
- Receive inbound and make outbound calls to customers at various stages of the Collections and/or Hardship frameworks to identify high risk customers
- Manage high risk and/or complex matters i.e. compromised securities and defended litigations
- Supporting the operational management function of Third-Party Vendors
- Managing escalations and supporting complaint resolutions
- Maintain accurate, comprehensive notes on all accounts actioned
- Provide information and where appropriate, assessment and solutions to customers experiencing financial difficulty
- Maintain positive relationships with all internal and external stakeholders

**What you'll bring**:

- 3+ years' experience in Mortgage Collections (pre-delinquency through to mortgage in possession / asset realisation)
- Proven track record of delivering results in a high-pressure environment
- Sound working knowledge of Debt Collection Guidelines, Banking Code of Practice, National Consumer Credit Protection Act and Privacy Act
- Well-developed commercial acumen, negotiation and influencing skills
- Excellent written and verbal communication skills
- Strong attention to detail, a mature positive attitude and strong work ethic
- IT literate (Word and Excel)
- Experience as a Senior Collections / Hardship Officer or Team Leader with exposure to management of Third-Party Vendors
- Working knowledge of individual State based legislative requirements

**A diverse and inclusive workplace works better for everyone.**

At NAB, we're intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It's a huge part of what makes NAB such a special place to be.

**Continuing building your career at NAB**

We support our colleagues to be their best by offering a wide range of educational, financial, lifestyle, health & well-being benefits. For more information, please visit here.

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