A collections officer is a vital role within an organization, responsible for proactively engaging with customers to manage arrears. This position requires an entrepreneurial mindset and strong communication skills to uplift solutions.
We are seeking a skilled collections officer to join our team in managing the collection of arrears from customers unable to meet contractual repayments.
Key Responsibilities:
* Negotiate and establish repayment plans to bring clients' accounts up to date
* Address complex and sensitive account matters over the phone
* Collaborate with internal teams to explore financial assistance options for clients
* Recommend and oversee legal enforcement actions to recover unpaid debts and protect the organization's interests
* Maintain accurate records of client interactions, reasons for arrears, and outcomes of discussions
* Identify and propose process improvements
* Report areas of concern to management that could impact client experience or lead to potential losses/non-compliance with regulations
* Assist in resolving client complaints and disputes
* Ensure compliance with regulatory requirements and organizational policies
* Participate in projects and process improvement initiatives
* Collaborate with team members to achieve team objectives
* Provide necessary reporting and arrears data as required
Required Skills and Qualifications:
* A 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
* Working knowledge of the consumer legal and regulatory environment
* Demonstrated ability to think like an entrepreneur with exceptional problem-solving and analytical skills
* Exceptional communication and stakeholder management skills
* Self-motivated, results-driven, collaborative & team player with the ability to work autonomously