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Form of workFirstmac has grown from a small family business of 2 people to become one of Australia's leading lenders with more than 600 team members worldwide in 44 years.
About the position
We currently have opportunities available within our Collections team for dedicated and experienced Collections Professionals. The role is responsible for delivering exceptional service to our borrowers whilst managing a pipeline of high-volume delinquent mortgage and Auto accounts.
Whilst most of our team are Brisbane based, we are also looking to offer a remote working arrangement interstate. We would provide initial onboarding and training at our Brisbane CBD based head office and then ongoing remote support to maintain your continuous development with our team.
Key Duties
- Initiate debt recovery calls to efficiently manage arrears accounts and make payment arrangements to minimise levels of delinquency;
- Conduct hardship calls;
- Prepare customer communications, maintain registers and reporting requirements with a focus to achieve set collections targets, including but not limited to accounts worked, RPC%, PTP%, hardship management, legal referrals and talk time;
- Frequently liaise with the Collections Manager regarding any adverse collections trends;
- Resolve roadblocks by highlighting on deficiencies and recommend workable solutions for consideration; and
- Consistently deliver high levels of customer service and responsiveness across SLAs.
About you
To be successful in this role we are seeking highly autonomous, driven and inquisitive individuals who take ownership of every case to capture inconsistencies. You are customer centric and have the desire to educate and help every customer to the best of your ability by building trusting relationships and conducting complex conversations. Other key attributes are as follows:
- A minimum of 2 years+ of home loan and/or auto collections experience, within a bank or financial institution;
- Demonstrated experience in handling late-stage collections and litigations;
- Experience with developing relationships and strategies to ensure customer expectations are exceed;
- Experience managing hardship cases to ensure effective account actioning and customer experience;
- Relevant industry qualifications would be highly regarded along with specific experience with secured recoveries.
About the Firstmac Group
Firstmac group is an award-winning leader in lending in Australia for Home and car loans, with brands Firstmac, loans.com.au, CarLoans.com.au and car-buying service OnlineAuto.com.au. We're also leading the way in finance and property news with our media arm Infochoice Media Group including comparison site Savings.com.au, Your Investment Property Magazine and Your Mortgage.
Benefits
But we're much more than that. We're a social bunch and we host a number of events during the year. We're proud sponsors of the Brisbane Broncos with prize draws all season long, and we are also actively involved in our local community with our loans.com.au Women, Children & Community Program, designed to support Australian charities on their mission to raise awareness for important causes.
Our staff are encouraged to take an annual paid day to do charity work, as well as get involved in Quarterly Community Initiatives where we give back to a local cause.
Apply for this position
To express your interest in this exciting opportunity, please send your resume accompanied by a brief cover letter to Claire Barber at *******@firstmac.com.au Or click on the 'Apply Now' button below.
Applications close at 5pm on Friday 9th February 2024.
