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Form of workIn Financial Assistance Solutions (FAS) we can, and do, make a difference to the lives of our customers. We help customers get back on their feet when life goes wrong, or things don't go as planned. Each year more than 1 million customers fall behind on their repayments. Every one of us will have a tough period and will need support at one time or another in their life. That’s where Financial Assistance Solutions come in. In a typical year FAS will provide over 800,000 solutions to our customers. The Property Solutions team is part of FAS and is responsible for the management and performance of the late arrears Home Loan portfolio, by delivering operational excellence and precise execution of our arrears strategy. The team manages over 1 billion dollars in mortgage balances and typically 1 on 1 case manages 10,000 customers per year.
The Property Solutions Specialist is responsible for the effective management of arrears and legal processes in relation to consumer arrears portfolios. The management of our customers through a potentially emotional process requires sound communication skills whilst ensuring processes and policy are closely adhered to, ensuring that excellent customer service is delivered at all times. The role also focuses upon minimising losses to the Bank, by seamlessly working with external service providers such as (but not limited to) Solicitors, Property Presenters, Insurance providers, and Field Mercantile Agents, to meet the Bank’s objectives and service levels.
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 where loan arrears are considered to be complex, sensitive or high risk, 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 on a 1 to 1 basis, responsible from default through to the realisation process.
- Negotiate repayment arrangements that satisfactorily repay the debt within time frames and delegations set by the banks policies
- 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 during the Realisation process
- Identify loss positions and manage loss provisions
Your skills and experience
- Critical to this role deft application of judgement, in dealing with customers who may be in vulnerable circumstances, whilst navigating the complexity of each state’s legal framework
- Knowledge of arrears practices for consumer products
- Knowledge of legal processes relating to default judgment and Real Property Act legislation
- Strong oral and written communication skills
- Sound commercial acumen
- Excellent Case Management and/or Relationship Management
- 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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