Collection Service Officer

GRAB THESE PERKS WHEN YOU GET HIRED

• Competitive salary package
• 25 days of paid leave
• HMO coverage from Day 1
• Attendance bonuses and meal allowances
• Complimentary rice, drinks, and snacks
• A fun work environment with a focus on work-life balance
• Access to an entertainment and gaming area
• Monthly basketball and volleyball games
• Fun Fridays with games and more to unwind and bond with colleagues

KEY RESPONSIBILITIES

• Ensure repayment arrangements (mainly Direct Debits, but we accept salary crediting, direct credits, BPay) are properly set up on settlement and accurately recorded in the company's Mortgage Management ("e-mms") and Internet Banking ("e-ib") systems
• Proactively manage a portfolio of delinquent home loan accounts to minimise arrears and losses.
• Contact customers via phone, email, and written correspondence to discuss overdue payments.
• Ensure all customer contact and notes are entered into the company's mortgage management systems at all times.
• Monitor and manage loan arrears including any missed or dishonoured regular loan repayments/agreed ad hoc payments and repayment arrangments in accordance with the company's collection policies
• Management of hardship requests in accordance with the company's collection & Hardship policies
• Negotiate payment terms and methods to bring arrears in order (the process often requires reviewing the account information and asking probing questions of the customer in order to arrive at a workable solution for both parties.)
• Actively follow through with customers, stakeholders and financial institutions to ensure transactions are completed
• Maintain sensitivity, tact and professionalism at all times
• Ensure compliance with all relevant legislation, including the National Consumer Credit Protection Act (NCCP) and Australian Financial Complaints Authority (AFCA) guidelines.
• Liaise with internal departments such as Compliance and Customer Care for complex cases.

SKILLS, KNOWLEDGE & EXPERIENCE

• Satisfactory level of technical and professional skills / knowledge relevant to the role, whilst keeping up with current developments and trends in area of expertise
• Demonstrated understanding of financial hardship procedures, including assessment, documentation requirements, and timelines.
• Knowledge and experience with mortgage and personal loan collections procedures essential
• Excellent verbal communication/telephone skills including the ability to listen effectively
• Capacity and understanding to promote the group/company services
• Effective in keeping pace with computer / technology and changes
• Able to maintain composure with difficult or irritated customers
• Adept in promoting a positive work environment and using positive language
• Skilled in analysing information and providing genuine solutions to customers
• Skilled in analysing arrears information numerically and graphically (Excel) for management review
• Competent computer and keyboard skills
• Competent in carrying out responsibilities in accordance with the requirements of the relevant legislation and compliance requirements

PERSONAL ATTRIBUTES

• 1-2 years experience in customer service and collections
• Excellent verbal communication/telephone skills including proven ability to effectively listen
• Outstanding relationship management skills
• Ability to communicate in a respectful and assertive manner
• Ability to multi-task and prioritise while speaking with customers
• Show a high concern for accuracy and clear verbal and written communication
• Presents a solutions based approach
• Ability to work well and seamlessly as part of high performing team
• Capable of managing own job activities and performance to a high standard of quality and within expected timeframes
• Ability to remain calm when working under pressure or to deadlines