Address• This role is available to Sydney and Melbourne applicants
• Both full-time and part-time opportunities are available
The Property Solutions Mid-Stage team help customers get back on their feet when life does not go as planned. Our team do this through payment arrangements and/or through tailored and personalised solutions. The Property Solutions team is a part of the Collections & Recoveries space and 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.
Our team focus on minimising losses, while at the same time delivering exceptional and courteous service to our customers in financial distress as well as being responsible for driving optimisation across the Collections business.
The Property Solutions Mid-Stage hours of operation have recently been changed, now they 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 and not limited to customers facing sensitive and vulnerable situations, with a view to achieving the ultimate rehabilitation of our customer's 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 the 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 banks policies
• Manage progression of non-rehabilitative accounts through
• You will have excellent interpersonal skills, be non-judgmental, be fair, patient, have willingness to listen, and display empathy
• Ensure satisfactory and timely completion of arrears management undertaking all tasks within delegation
• Mitigate risk issues which 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
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.
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Advertising End Date: 05/05/2024
