Challenger Limited is an ASX-listed investment management firm managing $127 billion in assets (as at 30 June 2024). Life with us is fast moving and always exciting. Together we're driving to deliver our vision to provide our customers with financial security for a better retirement.
We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed.
Join us as a Customer Service Officer supporting our mortgage customers, based in Sydney.
About the RoleWorking in CMM's Contact Centre Operations team, you'll pride yourself on exceptional customer satisfaction. As a Collections Officer, you'll be at the forefront of providing tailored forbearance solutions and helping borrowers navigate financial challenges with empathy and tact.
You'll engage with customers through a mix of inbound and outbound calls as well as email channels and will have the autonomy to manage your own portfolio of mortgage accounts, employing your skills in customer service, collections, and financial hardship assessment.
ResponsibilitiesInbound and Outbound Communication: Handle inbound queries from customers seeking assistance with their accounts while proactively reaching out via outbound calls to those in arrears, offering tailored solutions to help them get back on track.Tailored Solutions: Work closely with borrowers to develop and implement forbearance solutions that meet their unique needs.Regulatory Compliance: Adhere to all regulatory, risk, and compliance obligations, ensuring that all debt collection activities are conducted within legal and ethical guidelines.Operational Excellence: Implement effective debt collection strategies and employ exceptional communication and negotiation techniques to achieve satisfactory outcomes. The Skills You'll NeedYou'll have proven experience in either collections or customer service within a contact centre environment, with a good understanding of credit and hardship assessment. You'll have a customer-first mindset, with excellent communication and relationship-building abilities.
A working knowledge of Financial Hardship obligations and the enforcement process in both Australia and New Zealand would be advantageous, as well as:
Strong active listening skills, with experience of empathising and supporting borrowers in financial distress.Experience of working in an environment with key SLAs & KPIs.Experience in inbound and outbound service environments and a strong focus on customer advocacy.Experience in using Microsoft Word, Excel, and contact centre management tools.A proactive attitude toward risk management, with a strong commitment to compliance and ethical practices in all aspects of your role. Additional InformationWorking at Challenger means being part of a diverse, connected team that has fun and loves what they do. We're small enough, but big enough to accelerate bold ideas, realising what's possible for our customers and partners.
At Challenger, we provide access to a range of exclusive employee benefits that will support you both personally and professionally in a hybrid work environment, including:
Discretionary bonus scheme.Eighteen weeks paid leave for all new parents.Flexibility on when, and how, parental leave is taken.Challenger Day - one extra day off every year in recognition of the effort our people make.Additional support leave (fertility treatment leave, gender affirmation leave).Extra superannuation contributions.Employee share plan. Visit our benefits page for more information: Challenger Benefits Job type: Permanent
Posting Close Date: 13/12/2024
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