Collections Officer
Vor 5 Tagen
This is a Collections Officer role with one of the leading companies in AU right now 🔥 -- Challenger -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Challenger 🧐🧐
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 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. 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.
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✅ Applying here is the first step in the hiring process for this role at Challenger.
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