Collections Officer
Core
Engage with customers via telephone to understand arrears reasons, negotiate payment arrangements, and resolve overdue mortgage accounts while supporting those in financial hardship.
Role type
Senior IC collections officer (mortgage)
Builds
Sustainable recovery outcomes for outstanding mortgage arrears
Domain
Banking & Finance / Mortgage lending
Deliverable
client delivery
Required skills
negotiation, customer service, financial hardship identification, reconciliation, regulatory compliance knowledge, verbal communication, problem-solving
Preferred skills
collections experience in banking/finance, proficiency in multiple communication channels, empathy, critical thinking
Responsibilities
Manage a portfolio of outstanding mortgage accounts across the full arrears lifecycle; negotiate and monitor payment arrangements; identify financial hardship cases and refer to specialists; resolve account discrepancies; collaborate with Legal and Asset Realisation teams; perform administrative tasks including document management and reporting.
Seniority
Mid-level, hands-on IC