Firstmac has grown from a small family business of 2 people to become one of Australia’s leading lenders with more than 600 team members worldwide in 45 years.
About the position
We are currently seeking experienced and dedicated Collections Officers to join our Brisbane CBD based team. This role offers the opportunity to deliver outstanding service to our borrowers, while managing a portfolio of delinquent accounts with care and expertise.
Enjoy a supportive work environment that values work-life balance. We offer flexible arrangements, including the option of a combination of work from home and the office.
Key Duties
- Support borrowers to resolve their arrears in a timely and efficient manner;
- Manage hardship applications, as well as control existing hardship loans;
- Utilise the system effectively to manage each account and accurately record actions and arrangements;
- Ensure collection actions are compliant with policy, processes and statutory requirements and
- Focus on continuous improvement opportunities to enhance our processes and improve the customer experience.
About you
To thrive in this role, you’ll be an attentive listener with a results-driven mindset and a natural curiosity. You are customer-focused, with a passion for educating and assisting each customer to the best of your ability, building strong, trusting relationships, and navigating complex conversations. Additional key attributes include:
- A minimum of 2 years+ of collections experience, ideally within a bank or financial institution;
- Strong knowledge of collections processes and relevant legislation;
- Ability to work well under pressure and adapt to a fast-changing environment;
- Excellent decision making and negotiating ability with the capacity to problem solve and identify the best solutions;
- Knowledge of hardship assistance guidelines and experience managing hardship cases to ensure a balanced outcome for the customer;
- Sound knowledge of Microsoft Office products and excellent attention to detail;
- Experience in compiling and analysing reports for the collections function; maximising operational efficiency and focusing on productivity to ensure SLA’s and KPI’s are met and
- Relevant industry qualifications would be highly regarded.
About the Firstmac Group
Firstmac group is an award-winning leader in lending in Australia for home and car loans, with brands Firstmac, loans.com.au, CarLoans.com.au and car-buying service OnlineAuto.com.au. We’re also leading the way in finance and property news with our media arm Infochoice Media Group including comparison site Savings.com.au, Your Investment Property Magazine and Your Mortgage.
Benefits
But we’re much more than that. We’re a social bunch and we host a number of events during the year. We’re proud sponsors of the Brisbane Broncos with prize draws all season long, and we are also actively involved in our local community with our loans.com.au Women, Children & Community Program, designed to support Australian charities on their mission to raise awareness for important causes.
Our staff are encouraged to take an annual paid day to do charity work, as well as get involved in Quarterly Community Initiatives where we give back to a local cause.
Applications close at 5pm on Thursday 17th April 2025.