Customer Service Officer

Provide direct support in relation to the collection of monies owed within our Bond Loan Portfolio. Direct communication via phone calls and e-mail correspondence is required by the department and our customers.

• Provide information, advice and preparing documentation for staff, customers and their representatives in relation to arrears management issues.
• Deliver quality Customer Services through accurate product and procedural advice and prompt and responsive service delivery.
• Examine allocated arrears accounts and provide consistent and effective arrears actioning.
• Negotiate appropriate arrangements to clear arrears while monitoring arrangements to ensure they are kept.
• Conduct interviews with customers who are in arrears.
• Provide information regarding safety net options available to customers experiencing financial hardship.
• Comply with procedures, systems and policies to make recommendations, where necessary, for changes to more effectively achieve the unit's objectives and responsibilities.
• Work independently and with other staff within the Arrears and Debt Management, and other units and service areas to facilitate effective working relationships.
• Support and help maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day to day operations.

Applications to remain current for 12 months.