Collections Officer (AU Client) | HYBRID BGC

SATELLITE OFFICE: COLLECTIONS OFFICER

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WHAT IS A COLLECTIONS OFFICER?

Our awesome client based in Australia is looking for a Collections Officer. This role is responsible for working closely with our customers experiencing financial difficulty, to identify and implement measures ensuring they are supported. This role focuses on engaging with customers early in their arrears journey and actively working with them to get their loan repayments back on track.

• Act as the first point of contact (inbound calls/emails) for the client's customers experiencing financial difficulties
• Contact customers who are in early arrears and actively advise them on their payment options to get back on track
• Process over-the-phone arrears payments
• Liaise with the case management team to ensure customers are being supported when going through financial hardship.
• Ensure collections activities are performed in line with NCCP, Privacy Act, debt collections guidelines, credit reporting framework, and within relevant internal policies and guidelines.
• Effectively communicate and build rapport with customers
• Facilitating customers who wish to pay out their loan, amend account details, and set up payment arrangements
• Coordinate the issuance of default and legal notices
• Liaising with our external partners or third parties to ensure we are supporting the client's customers
• Ad hoc tasks as required

• Number of daily calls handled
• Number of daily emails handled
• Daily team telephone grade of service (GOS)
• Daily team email response times and backlog
• Achieve set targets of promise-to-pay arrangements from outbound calls.
• Achieve a high standard of QA (addresses compliance, communication and conduct requirements in full).

• At least 3+ years of background working in a similar role
• Prior experience working within a collections role is highly advantageous.
• A proven track record of providing superior customer service in a fast-paced environment handling high volumes of calls
• Solid verbal and written communication skills with the ability to speak appropriately with people of all levels
• Excellent attention to detail, time management skills and ability to multi-task
• A genuine interest in finding solutions for customers
• Strong dispute-handling and resolution skills
• Excellent negotiating skills
• Tech savvy, inquisitive, and the ability to pick up new programmes and processes quickly