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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 are currently seeking an experienced and dedicated Senior Collections Officer to join our Brisbane CBD based team. This role will provide exceptional service to our borrowers whilst being responsible for managing a pipeline of delinquent mortgage accounts, with a focus on 30-74 days past due.
Our team can offer you a supportive work environment and flexible arrangements, with a combination of work from home and the office, once successfully on-boarded. All initial training will take place in the office environment.
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 and Team Leader 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 you will be a driven and inquisitive individual that takes 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 collections experience, within a bank or financial institution; auto loan collections would also be highly regarded
- 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 23rd February 2024.
