Most collections roles stop when the file goes to legal. This one doesn't. An Australian home loan lender is looking for a Collections Officer to manage its consumer collections, from the first missed payment through to hardship, enforcement and recovery.
You'll be the main point of contact for borrowers going through a difficult time. It suits someone who can have a tough conversation with empathy, and who knows the NCCP well enough to get the process right every time. What you'll be doing - Contacting borrowers in arrears and negotiating repayment arrangements to bring accounts current - Assessing hardship applications, verifying supporting documents and explaining the options available - Handling borrower enquiries and disputes on payments and loan terms - Running the legal recovery process, including default and enforcement notices, possession proceedings and mortgagee sales - Working with solicitors and agents, and attending court hearings when required - Calculating and pursuing post-sale shortfalls, lodging proofs of debt and tracking insolvency recoveries - Managing your portfolio against KPIs for productivity,
arrears and loan losses - Reporting on delinquent loans and using collections data to spot trends and improve the process - Building relationships with introducers and internal teams, including on product switches and hardship programs What you'll bring - 2+ years' recent mortgage collections experience with a bank or finance company is highly preferred - Minimum 1 years' experience in mortgage collections essential - Working knowledge of the NCCP, Corporations Act, PPSA, AML/CTF and Privacy Act, plus ASIC and ACCC debt collection guidance - Strong negotiation and communication skills, written and verbal - Resilience, positive judgement and the ability to stay calm in stressful conversations - High attention to detail in your file notes and record keeping - Solid Excel skills and comfort working with data - The ability to manage multiple accounts and work independently - A finance degree is a plus, but not essential - Australian citizenship or permanent residency