Collections Officer - Sydney, Australia - SMC Executive

SMC Executive

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Manage Arrears Collections through Proactive Engagement with Customers

Bring your Entrepreneurial Mindset and Communication Skills to Uplift Solutions
Sydney Based (Hybrid)

We are partnering with this top 10 Australian Bank to identify and engage a Collections Officer - Mortgages to join their Arrears and Hardship Team.

The Arrears and Hardship Team sit within the Bank's Operations Department that is responsible for delivering customer centric services.

As a Collections Officer - Mortgages, you will be responsible for managing the collection of arrears from customers who are unable to meet the contractual repayments.

In this role you will:

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 (e.g., product switches, financial hardship assistance).
Recommend and oversee legal enforcement actions to recover unpaid debts and protect the bank'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/noncompliance with regulations.
Assist in resolving client complaints and disputes.
Ensure compliance with regulatory requirements (e.g., Privacy Act, ACCC/ASIC Debt Collections Guidelines) and bank policies.
Participate in projects and process improvement initiatives.
Collaborate with team members to achieve team objectives.
Provide necessary reporting and arrears data as required.

Your experience:

A minimum 24 months experience in a highvolume retail consumer collections or debt recovery role, with collections experience with consumer home loans or within the financial services industry.
Working knowledge of the consumer legal and regulatory environment e.g. NCCC, Privacy Act, ASIC/ACCC Debt Collection guidelines.
Demonstrated ability to think like an entrepreneur with exceptional problem solving and analytical skills along with customer centric solution focussed decisionmaking abilities.
Exceptional communication and stakeholder management skills coupled with a customer first discrete and empathetic approach.
Selfmotivated, results driven, collaborative & team player with the ability to work autonomously.

Stuart Norbury on

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