Collections & Hardship Officer - Mortgage Help Late Stage

About La Trobe Financial

Australia's leading Alternative Asset Manager since 1952. Our culture combined with our commitment to service and our customers has seen La Trobe Financial grow to over $18 billion Assets Under Management and over 550 employees deployed across Melbourne, Sydney and Shanghai. 

The Opportunity 

As part of the Risk & Governance division of La Trobe Financial, your primary responsibility will be to collect loan repayments from defaulting borrowers and to enforce action on defaulting loans. It's essential to ensure that Collections procedures comply with Fund Compliance Plan and Best Practice. Providing exceptional customer service and upholding La Trobe Financial's standards in interactions with borrowers, investors, and professionals are crucial aspects of this role. Self-management skills and effective workload management are also essential.

Key Responsibilities 

• Manage accounts that have fallen overdue or are non-compliant with the terms and conditions of a contract
• Manage customers primarily in a portfolio environment and be accountable for the performance of your portfolio
• Communicate with influence by negotiating arrangements with customers in sometimes adverse and complex circumstances
• Ability to form collections strategy on each and every account and effectively categorise their portfolio as up to date, on an arrangement or proceeding with Legal Action.
• Assist with the management of complex/defended matters, AFCA and Internal Dispute Resolution matters
• Consistently follow our Firm, Friendly and Fair policy when liaising with the borrowers and represent La Trobe Financial in a professional manner
• Document all action taken and all communication with borrowers, solicitors and third parties
• Prepare Legal Documents and instruct professionals (solicitors, real estate agents, etc.) to enforce defaulting mortgages
• Identify risks, assist with mitigating risks, and escalating issues or concerns where necessary
• Provide regular account strategy updates to Management, Financiers, Mortgage Insurers and Investors

About you

• Minimum of one (3) years’ experience in a similar role, ideally in Mortgages
• Strong knowledge of the mortgage collections processes and relevant legislation 
• Knowledge of ASIC collections procedure, together with hardship assistance guidelines would be an advantage
• AML awareness and willingness to complete NCCP and Privacy Act Training
• Superior customer service focus, empathy and understanding
• Ability to work well under pressure and adapt to an agile environment
• Excellent negotiating and decision-making ability with capacity to problem solve and think outside the box. 
• Strong organisational and time management skills with the ability to multi task ad self-manage to meet required deadlines
• Excellent communication and mediation skills (written and verbal)

Employee Benefits

• Flexible working arrangements 
• Paid Birthday Leave
• Paid volunteer days 
• Ability to purchase additional Leave 
• Employee Assistance Program (EAP)
• Training opportunities 
• Social Events 
• Retail discounts with Reward Gateway

We value your interest and encourage you to apply today. By joining us, you'll become part of a dynamic team dedicated to growth, relationships, and excellence.

Please note that only shortlisted candidates will be contacted.