A leading finance provider, recognised for delivering exceptional customer care, is looking for an experienced Hardship Collections Officer to join its expanding team.
In this vital role, you’ll provide compassionate, professional support to customers facing financial or personal hardship, helping them navigate challenges with understanding and practical solutions.
Key Responsibilities
- Handle customer enquiries regarding payment arrangements and flexible payment plan applications.
- Conduct hardship and collections phone calls to manage arrears accounts and resolve them promptly.
- Prepare customer communications and maintain reporting registers with a focus on achieving collections targets.
- Escalate adverse trends to the Collections Manager as necessary.
- Maintain the Hardship Register and ASIC reporting obligations.
- Resolve escalated customer disputes, complaints, or objections.
- Ensure adherence to internal procedures and external regulatory requirements.
- Stay updated on relevant legislation, regulation, and company policy.
- Perform additional duties as directed by the Collections Manager.
Key Competencies
- Strong commitment to professional customer service delivery.
- Clear and effective communicator, both written and verbal, at all levels.
- Solid understanding of the home loans market.
- Proven knowledge of collections, general lending, and financial products.
- Awareness of legislation affecting collections and hardship management.
- High attention to detail and accuracy in records and communication.
- Strong negotiation skills that maintain positive customer relationships.
- Excellent time management and self-motivation to meet deadlines.
- Team player with the ability to share knowledge and contribute to team success.
Required Experience / Qualifications
- Experience in Mortgage and/or Auto Collections
- Demonstrated experience in late-stage collections and litigation handling.
- Proven ability to manage hardship cases with a focus on both recovery and customer experience.
- Experience building relationships and strategies aimed at exceeding expectations.
- Relevant industry qualifications are highly regarded.
Hybrid working model: After training, work from home up to 3 days per week.
Apply now or contact Vanessa at vanessa@kbhsolutions.com.au for a confidential discussion.