Customer Service Officer, Mortgage Management

Challenger Limited is an ASX-listed investment management firm managing $127 billion in assets (as at 30 June 2024). Life with us is fast moving and always exciting. Together we're driving to deliver our vision to provide our customers with financial security for a better retirement._
- We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed._
- Join us as a Customer Service Officer supporting our mortgage customers, based in Sydney.Challenger Mortgage Management (CMM) is at the forefront of mortgage servicing, leveraging cutting-edge technology on a best-in-class Salesforce platform to manage diverse mortgage portfolios for our investors.- As we continue to grow, we are seeking a dedicated and customer centric Officer to support both our Australian and New Zealand mortgage borrowers.- A multi-channel, customer centric role - you'll provide best in class customer service as well as helping borrowers navigate financial challenges.

About the role Working in CMM's Contact Centre Operations team you'll pride yourself on exceptional customer satisfaction. As a Customer Service Officer, you'll be at the forefront of providing tailored forbearance solutions and helping borrowers navigate financial challenges with empathy and tact.

Other responsibilities will include (but aren't limited to)Inbound and Outbound Communication: You'll 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. You'll assist borrowers with general queries and transaction issues, while ensuring the integrity of borrower data- 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.

The skills you'll need You'll have proven experience in either collections or customer service within a contact centre environment, with a good understanding of credit and hardship assessment. You'll have 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 would be advantageous

As well as;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.

Additional Information

Working at Challenger means being part of a diverse, connected team that has fun and loves what they do. We're small enough, but big enough to accelerate bold ideas, realising what's possible for our customers and partners.

At Challenger, we provide access to a range of exclusive employee benefits that will support you both personally and professionally and a hybrid work environment including.Discretionary bonus scheme.- Eighteen weeks paid leave for all new parents.- Flexibility on when, and how, parental leave is taken.- Challenger Day - one extra day off every year in recognition of the effort our people make.- Additional support leave (fertility treatment leave, gender affirmation leave).- Extra superannuation contributions.- Employee share plan.

LI-GS1
- #LI-Challenger
- #LI-Hybrid
- We value inclusion and diversity of thought, promote flexible working practices so our people can integrate their work and personal lives, 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. We are prideful in participating in the Australian Workplace Equality Index (AWEI) as a national benchmark on LGBTQ+ workplace inclusion and best practice in Australia. We offer the opportunity for a broad career experience and value people who are inquisitive and rigorous and are driven to make a difference._

Job type:
Permanent

Posting Close Date:
28/02/2025

About Us
- Life at Challenger is fast moving and always exciting. Together we're driving to deliver our vision to provide our customers with financial security for retirement.
- Our people bring their diverse backgrounds and perspectives to a workplace which is inclusive, flexible, and driven by our