The Property Solutions Mid-Stage team is a part of the Collections & Recoveries space who help customers get back on their feet when life does not go as planned.The team is responsible for the management and performance of customer home loans during the mid-point of their Collections journey. Our staff are well-versed in offering a multitude of different specialised solutions to our customers as well as executing the Collections strategy right up until it is referred to the Late-Stage Realisations team.The Property Solutions Mid-Stage hours of operation are Monday - Friday 8AM - 7PM AEST, shifts will be between these times.Your responsibilities:Deliver a superior client experience through ownership of the client relationship, excellent service quality, multi-product knowledge and timely resolution of issuesManagement and ownership of customer accounts with loan arrears, investigating issues and providing a resolutionDeliver solutions to customers who may be experiencing unexpected and life changing events and not limited to customers facing sensitive and vulnerable situations, with a view to achieving the ultimate rehabilitation of our customer’s financial position and well-beingManage a portfolio of customer accounts experiencing financial difficulty, responsible from default through to when it's ready to be progressed further legallyMake outbound calls and receive inbound calls from the customers with an aim of resolving matters in the first instance.Negotiate repayment arrangements that satisfactorily repay the debt within time frames and delegations set by the banks policiesManage progression of non-rehabilitative accounts throughYou will have excellent interpersonal skills, be non-judgmental, be fair, patient, have willingness to listen, and display empathyEnsure satisfactory and timely completion of arrears management undertaking all tasks within delegationMitigate risk issues which may ariseRole requirements:Critical to this role is deft application of judgement, in dealing with customers who may be in vulnerable circumstancesKnowledge of arrears practices for consumer productsKnowledge of legal processes relating to default judgmentStrong oral and written communication skillsExcellent client service management skillsProblem solving skillsStrong attention to detailAbility to work as part of a teamThe role:This role is available to Sydney and Melbourne applicantsBoth full-time and part-time opportunities are available
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