The Company…..
A leading specialist lender with a strong presence across Australia and New Zealand, this organisation is known for offering innovative home loan solutions to a diverse customer base. With a focus on flexible lending, they support customers with unique financial circumstances or non-standard income. Backed by a supportive and inclusive culture, they invest in their people and provide genuine career development opportunities.
The Job…..
Reporting to the Collections Manager, you will be the first point of contact for customers with overdue consumer mortgage accounts. In this inbound-focused role, your priority will be to provide supportive, solutions-based service to customers experiencing financial difficulty. Your responsibilities will include:
- Taking inbound calls from customers and assisting with queries relating to overdue accounts in a professional, empathetic and customer-first manner
- Working with customers to understand their financial circumstances and discussing available options to help them get back on track
- Setting up and maintaining payment arrangements while ensuring customers understand their obligations
- Liaising with internal teams such as Credit, Legal and Customer Service to help resolve account-related issues efficiently
- Maintaining accurate records of customer interactions and following up where necessary to ensure resolution
- Contributing to a positive team environment by meeting service quality standards and customer satisfaction KPIs
You…..
To be successful in this role, you will bring a solid foundation of experience along with a proactive and customer-focused mindset. The ideal candidate will have:
- A minimum of 12 months’ experience in a customer service role within the financial services sector
- Experience handling inbound customer queries or supporting customers with account-related matters
- Exposure to overdue or vulnerable customer accounts is highly regarded but not essential
- Strong communication skills with the ability to handle sensitive conversations in a professional and empathetic manner
- A keen eye for detail and strong organisational skills, ensuring accurate record-keeping and follow-up
- The ability to work both independently and collaboratively within a team environment
How to apply…..
This is a fantastic opportunity to join a dynamic and growing organisation where your contribution will be valued, and career growth is genuinely supported. Send your application to sbolster@sbrecruitment.com or call Sarah Bolster on 02 9002 5001 for a confidential conversation.
We take the security of our candidates seriously and will never ask for your bank details during the hiring process nor will we contact you via WhatsApp or Telegram. If you receive any communication from us requesting this information, please do not respond and contact us immediately.
