Mortgage Collection Officer

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of
Process Associate/Developer, Mortgage Collection Officer

Responsible for managing the collection of arrears from clients who are unable to meet the contractual repayments on their Bank Loan..

Responsibilities

• Communicate with clients who are in arrears on their loans through making and receiving telephone calls, SMS and emails. Bring Domain expertise in commercial loans operations
• Negotiate and agree on repayment arrangement plans with clients or their representative to bring their account up to date
• Discuss complex and sensitive matters with clients or their representative regarding the clients' accounts (including reasons for arrears) over the telephone.
• Liaise with various internal teams to identify, refer to and/or put in place financial assistance options to help the client meet their contractual obligations e.g. product switches, financial hardship assistance
• Identify, recommend and manage legal enforcement action to protect the Banks' security and recover the unpaid debt.
• Maintain accurate and up to date records of client interactions, reasons for arrears, outcomes of discussions and repayment arrangements
• Manage a portfolio of accounts and meet productivity, arrears and loan losses Key Performance Indicators (KPIs) and targets.
• Identify and recommend process improvement suggestions.
• Identify and refer to management any areas of concern that may impact the client experience and expose the Bank to potential losses or instances of non-compliance with regulatory guidelines or community expectations
• Assist with investigating and resolving client complaints & disputes
• Comply with all regulatory requirements (e.g. Privacy Act, ACCC/ASIC Debt Collections Guidelines) and adhere to Bank policies and procedures in performing all aspects of the role.
• Participate in projects and other system/process improvement initiatives as required.
• Support other team members to ensure team objectives are achieved.
• Provide reporting and arrears data as required.
• Perform other duties as assigned by management

Preferred qualifications

• High School / Senior High School graduates with Customer Service experience, or equivalent demonstrated through one or a combination of the following: Work experience, training, military experience, education are accepted, College graduates/under-graduates are preferred for applicants without experience.
• Minimum 24 months experience in a high-volume retail consumer collections or debt recovery role.
• Collections experience with consumer home loans or within the financial services industry is highly preferable.
• Working knowledge of the consumer legal and regulatory environment is highly regarded and preferred e.g. NCCC, Privacy Act, ASIC/ACCC Debt Collection guidelines

Job specific capabilities required

• Demonstrated ability to think like an entrepreneur with exceptional problem solving, analytical, solution focused and decision-making abilities
• Exceptional written and verbal communication skills
• Above average influencing and negotiation skills
• Self-motivated, results driven, collaborative & team player with the ability to work autonomously (preferred DHA experience)
• A client first passion with an empathetic nature whilst maintaining the privacy and confidential nature of a client's circumstances
• Resilient, empathetic, understanding and patient
• Proficient with technology

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on
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Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.