This role is responsible for completing the assessment and determining outcomes of borrower's applications while providing financial hardship assistance to customers in their time of need.
The primary objective for this role is to provide support and guidance to customers while delivering amazing customer service, with a focus on delivering a first call resolution.
Key Responsibilities: Handling calls from customers experiencing financial hardship while providing a great over the phone experienceCompleting assessments and determining outcomes of borrower's applications within key time-frames aligning with credit management policiesUsing active listening to truly understand the customers situation, to then provide much needed solutions to assist with their financial situationLoan administration and maintenanceEnsuring a high standard of communication and follow-up while ensuring necessary information and documentation is provided to borrowers within regulatory time-framesDevelopment of strategies for continuous improvement in the service delivery processes for borrowers experiencing financial difficultiesCreate and maintain effective relations with relevant external organisations, government agencies, customers and vendors where appropriateMeet or exceed KPI's, SLA's and regulatory time-framesAction non-performing accounts and arrange payment arrangements for customersReview accounts in an arrears state and communicate with borrowers to assess repayment abilitiesIssue legal notices when required, within regulatory time-framesKey Skills and Experience: Proven experience in a similar role of mortgage Financial Hardship and Collections within the Banking industryExperience in working with deceased estates will be highly regardedProven experience in identifying and assisting borrowers in vulnerable circumstances and Hardship FlagsStrong and collaborative team memberProven effective communication and negotiation skills, verbal and written and the ability to show empathy and build rapportAbility to self-manage a range of duties and accounts within a portfolioAttention to detail and ability to follow and interpret procedures, processes, and guidelinesStandard working ability of Microsoft Office products, and strong computer literacyAbility to build rapport with a diverse range of people, regardless of background or culture with a dedication to meeting the expectations and requirements of both internal and external customersExcellent interpersonal, negotiation, influencing and customer service skillsAbility to make fair and impartial decisions based on objective fact findingKey Requirements: Proven experience in a similar role of mortgage Financial Hardship and Collections within the banking industryMust commit to 37.5 hours per week working between Monday - Friday, 8:30am - 5:00pmMust be able to provide 2 professional reference checksMust be able to be located in the Adelaide CBDMust be able to commit to a Permanent Full Time positionYou will receive: On the job hands-on training plus ongoing post-training supportA supportive and fun environment offering potential career growth and developmentTo apply please click apply or call Olivia Portellos on for a confidential discussion.
About the job: Contract Type: FULL_TIME
Focus: Call Centre
Industry: Call Centre and Customer Service
Workplace Type: Hybrid
Experience Level: Entry Level
Salary: Attractive Package
Location: Adelaide
Job Reference: 2050390/001
Date posted: 25 March 2025
Consultant: Olivia Cirillo
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