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 issues.Management and ownership of customer accounts with loan arrears, investigating issues and providing a resolution.Deliver solutions to customers who may be experiencing unexpected and life-changing events, particularly those facing sensitive and vulnerable situations, with a view to achieving the ultimate rehabilitation of our customers’ financial position and well-being.Manage a portfolio of customer accounts experiencing financial difficulty, responsible from default through to when it's ready to be progressed further legally.Make outbound calls and receive inbound calls from 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 bank's policies.Manage progression of non-rehabilitative accounts.Exhibit excellent interpersonal skills, be non-judgmental, fair, patient, willing to listen, and display empathy.Ensure satisfactory and timely completion of arrears management, undertaking all tasks within delegation.Mitigate risk issues that may arise.Role requirements:Critical to this role is deft application of judgement in dealing with customers who may be in vulnerable circumstances.Knowledge of arrears practices for consumer products.Knowledge of legal processes relating to default judgment.Strong oral and written communication skills.Excellent client service management skills.Problem-solving skills.Strong attention to detail.Ability to work as part of a team.The role:This role is available to Sydney and Melbourne applicants.Both full-time and part-time opportunities are available.If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.Advertising End Date: 19/01/2025
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