Collections Specialist

KBH Solutions Pty Ltd; Brisbane; Hybrid; AUD 80,000 - 95,000; Full time

Benefits offered by this job

Hybrid working model

Supportive team environment

Job summary

A leading Finance provider is seeking an experienced Financial Hardship Officer to join their team in Brisbane. This role involves assisting customers experiencing financial hardship, managing collections, and ensuring compliance with regulations. The ideal candidate has over 5 years of relevant experience and strong negotiation skills. This position offers a hybrid working model after training, allowing for a balanced work-life arrangement.

Qualifications

• 5+ years of experience in Mortgage and/or Auto Collections required.
• Demonstrated experience in late-stage collections and litigation handling.
• Proven ability to manage hardship cases with a customer-focused approach.

Responsibilities

• Handle customer enquiries regarding payment arrangements.
• Conduct hardship and collections phone calls to manage arrears.
• Prepare customer communications and maintain reporting registers.
• Resolve escalated customer disputes and complaints.

Skills

Empathetic communication

Negotiation skills

Time management

Customer service delivery

Understanding of collections

High attention to detail

Positive customer relationship management

Education

Relevant industry qualifications

Job description

Overview

A leading Finance provider is seeking an experienced Financial Hardship Officer to join their growing team. The role is crucial in providing empathetic and effective assistance to vulnerable customers experiencing financial or personal hardship.

Location: Brisbane, Queensland, Australia. Salary range: A$80,000.00/yr - A$95,000.00/yr (base pay range provided by KBH Solutions Pty Ltd). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Key Responsibilities

• Handle customer enquiries regarding payment arrangements and flexible payment plan applications.
• Conduct hardship and collections phone calls to manage arrears accounts and resolve them promptly.
• Prepare customer communications and maintain reporting registers with a focus on achieving collections targets.
• Escalate adverse trends to the Collections Manager as necessary.
• Maintain the Hardship Register and ASIC reporting obligations.
• Foster a customer-centric and supportive team culture.
• Resolve escalated customer disputes, complaints, or objections.
• Ensure adherence to internal procedures and external regulatory requirements.
• Stay updated on relevant legislation, regulation, and company policy.
• Perform additional duties as directed by the Collections Manager.
• Strong commitment to professional customer service delivery.
• Clear and effective communicator, both written and verbal, at all levels.
• Solid understanding of the home loans market.
• Proven knowledge of collections, general lending, and financial products.
• Awareness of legislation affecting collections and hardship management.
• High attention to detail and accuracy in records and communication.
• Strong negotiation skills that maintain positive customer relationships.
• Excellent time management and self-motivation to meet deadlines.
• Team player with the ability to share knowledge and contribute to team success.

Required Experience / Qualifications

• 5+ years of experience in Mortgage and/or Auto Collections (preferably within a Bank or Financial Institution).
• Demonstrated experience in late-stage collections and litigation handling.
• Proven ability to manage hardship cases with a focus on both recovery and customer experience.
• Experience building relationships and strategies aimed at exceeding expectations.
• Relevant industry qualifications are highly regarded.
• Specific experience in secured recoveries is desirable.

What’s on Offer

• Join a respected financial institution with a reputation for customer service excellence.
• Hybrid working model: After training, work from home up to 3 days per week.
• Supportive and collaborative team environment.

How to Apply

Apply now or contact Vanessa at [e-mail] for a confidential discussion.

Job Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Finance
• Industry: Banking and Financial Services

Salary and location details: Brisbane, Queensland, Australia — A$75,000.00-A$90,000.00 (contextual listing).

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