Collections Officer
5 days ago
Collections Officers are responsible for undertaking collection of mortgage accounts that are delinquent between 5 and 30 days. This role will also be responsible for meeting service, procedural and audit requirements in order to achieve business goals together with complying with legislative, regulatory and Firstmac policies and procedures.
KEY RESPONSIBILITIES:- Collections Delivery
- Through inbound and outbound customer calls, manage arrears accounts & initiate payment arrangements to minimise levels of delinquency.
- Positively initiate debt recovery calls to resolve accounts as quickly as possible.
- Ensure customer reminder and collection notices are generated promptly.
- Refer delinquent accounts outside of the position's scope to the relevant area.
- Use the collection system to effectively manage each account and record actions or arrangements.
- Identify through customer discussions borrowers who are experiencing financial hardship to discuss alternative arrangements.
- Processes
- Refer matters outside of delegated authority to the Collections Manager.
- Ensure collection actions are compliant with policies, processes, delegated authorities, legislation and statutory requirements.
- Investigate, refer opportunities and make recommendations for improvements in policy, procedure and process.
- Maintain compliance with legislative training requirements.
- Customer Service
- Ensure effective and efficient service to internal and external customers is provided at all times.
- Refer written/verbal complaints to Collections Manager.
- At least 2 years' mortgage and/or auto collections experience in a customer service role within banking and financial services.
- No leadership title required; however, experience in effectively exhibiting leadership qualities and potential backed up by a track record of collections performance shall suffice.
- Ability to work in a high volume, fast paced environment.
- Proven successful experience in direct to customer collections and/or service roles.
- Knowledge of the finance/mortgage industry, including understanding of Australian home/car loans and an understanding of the legislative requirements.
- Intermediate to advanced skills with Microsoft Office Suite. Familiarity with computerized workflow systems would be highly regarded.
- Excellent analytic and detail-orientation capabilities.
- Superior verbal and written business communication skills; includes facilitating, presenting, writing and reporting skills.
- Work set-up: Full time WFH with 2x RTO in a month.
- Shifting schedule between 5AM to 5PM MNL.
- Company asset will be provided on day 1 in office.
- 50-75mbps minimum internet speed.
- Must have an ideal work space set-up for optimized work productivity.
- Market competitive salaries and benefits.
- Performance-based incentives.
- Rice allowance.
- HMO medical benefit for employee and dependent/s.
- Overtime and holiday pay.
- Paid leaves.
- Day shift for the weekdays.
- A host of company social perks.
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