Financial Hardship Resolution Officer
2 weeks ago
Satellite Office is dedicated to delivering exceptional customer experiences. As a Financial Hardship Resolution Officer, you'll work closely with customers experiencing financial difficulties, identifying and implementing measures to support them.
We're looking for a skilled professional with at least 3+ years of experience in a similar role. Prior experience in collections is highly advantageous. The ideal candidate will have excellent verbal and written communication skills, with the ability to engage with people of all levels.
Main Responsibilities:
- Engage with customers early in their arrears journey
- Advise customers on payment options and facilitate resolution
- Process over-the-phone arrears payments
- Liaise with the case management team to ensure comprehensive support
- Ensure collections activities align with regulatory guidelines and internal policies
- Build rapport with customers and communicate effectively
- Facilitate customers who wish to pay out their loan or amend account details
- Coordinate default and legal notices
- Liaise with external partners to support customers
Requirements:
- Proven track record of delivering superior customer service
- Experience in collections or a similar role
- Excellent communication skills
- Ability to engage with people of all levels
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