AddressThe opportunity
The Collections Officer is responsible for managing the collection of arrears from clients who are unable to meet the contractual repayments on their AMP Bank Loan. AMP Bank Operations is responsible for delivering a client centric service, providing mortgage and deposit products processing for AMP Bank, its clients and originators.
How you will make an impact
- Communicate with clients who are in arrears on their loans through making and receiving telephone calls, SMS and emails.
- Negotiate and agree on repayment arrangement plans with clients or their representative to bring their account up to date.
- Discuss complex and sensitive matters with clients or their representative regarding the clients' accounts (including reasons for arrears) over the telephone.
- Liaise with various internal teams to identify, refer to and/or put in place financial assistance options to help the client meet their contractual obligations e.g. product switches, financial hardship assistance.
- Maintain accurate and up to date records of client interactions, reasons for arrears, outcomes of discussions and repayment arrangements.
- Manage a portfolio of accounts and meet productivity, arrears and loan losses Key Performance Indicators (KPIs) and targets.
- Assist with investigating and resolving client complaints & disputes.
- Provide reporting and arrears data as required.
What you will bring to the role
- Experience in a high-volume retail consumer collections or debt recovery role, with consumer home loans or within the financial services industry is highly preferable.
- Working knowledge of the consumer legal and regulatory environment is highly regarded and preferred e.g. NCCC, Privacy Act, ASIC/ACCC Debt Collection guidelines.
- Demonstrated ability to think like an entrepreneur with exceptional problem solving, analytical, solution focussed and decision-making abilities
- Exceptional written and verbal communication skills
- Above average influencing and negotiation skills
- A client first passion with an empathetic nature whilst maintaining the privacy and confidential nature of a client's circumstances
Is this your dream job?
….then apply today! We review applications as soon as we receive them and if we find our perfect candidate, we may close the role earlier than the advertised close date.
Working for AMP
We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.
Wellbeing & Benefits
We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:
- We-Flex: Choose how, when and where you work.
- CHAMP Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- LinkedIn Learning: and other Learning@AMP programs to grow your career.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.
Inclusion & Diversity
The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.
At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply.
Let us know when you apply what we can do to help you show up at your best during our selection process.
Message to recruitment agencies
Please do not send unsolicited resumes to any AMP employee in relation to this role or others. We cannot accept unsolicited resumes or be responsible for fees related to unsolicited candidates.
