Mortgage Collections Specialist (Mid-Stage Arrears)

Bluestone; Sydney; Presencial; AUD 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Newly renovated Sydney CBD office

Birthday day off

Friendly, collaborative team culture

Supportive leaders and development

Career progression opportunities

Employee Assistance Program (EAP)

Bluestone Day

Descripción de la vacante

Bluestone is seeking a mortgage arrears specialist to support customers in financial difficulty, primarily by phone, to establish payment arrangements and settlements. You will manage mid-stage arrears, build trustful relationships, and refer hardship cases to specialists while ensuring accurate reconciliation of accounts.

The role emphasizes empathy, strong communication, and a customer-centric approach within a supportive team in Australia’s lending sector.

Formación

• At least two years’ experience in mid-stage collections in a financial services organisation.
• Detailed knowledge of NCCP frameworks and obligations.
• Excellent verbal and written communication skills, with a team-first approach and keen attention to detail.
• Strong customer service orientation with a proven ability to exceed customer expectations.
• Empathy, patience, and a customer-centric mindset when assisting customers in financial difficulty.

Responsabilidades

• Manage a portfolio of outstanding mortgage accounts at mid-stage arrears.
• Negotiate, implement, and monitor payment arrangements with customers, ensuring compliance with agreed plans.
• Build rapport and maintain strong, trust-based relationships with customers.
• Identify cases of financial hardship and refer customers to the financial hardship specialists for support.
• Apply a well-developed understanding of reconciliation processes to resolve account discrepancies.
• Efficiently resolve customer queries and issues, ensuring a high level of service.

Conocimientos

Mid-stage collections experience

NCCP frameworks knowledge

Verbal and written communication

Customer service orientation

Negotiation skills

Empathy and customer-centric mindset

Descripción del empleo

Bluestone is seeking a mortgage arrears specialist to support customers in financial difficulty, primarily by phone, to establish payment arrangements and settlements. You will manage mid-stage arrears, build trustful relationships, and refer hardship cases to specialists while ensuring accurate reconciliation of accounts.

The role emphasizes empathy, strong communication, and a customer-centric approach within a supportive team in Australia’s lending sector.