Collections Officer

2 months ago

Sydney, Australia Challenger Limited Full time

Join us as a Collections Officer supporting our New Zealand 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 collections advisor to supporting our 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 Collections Officer, you’ll be at the forefront of providing tailored forbearance solutions and helping borrowers navigate financial challenges with empathy and tact.

You’ll engage with customers through a mix of inbound and outbound calls as well as email channels and will have the autonomy to manage your own portfolio of mortgage accounts, employing your skills in customer service, collections, and financial hardship assessment. Other responsibilities will include (but aren’t limited to)

Portfolio Management: 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.

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 collections and 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.

Given the role is supporting our New Zealand borrowers you will need a working knowledge of Financial Hardship obligations and the New Zealand enforcement process.

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 & KPIsExperience 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.

Visit our benefits page for more information

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