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 Collections Officers to join our growing team. These roles will provide exceptional service to our borrowers whilst being responsible for the collection of mortgage and/or auto accounts that are delinquent. You will be responsible for managing a high-volume of calls and ensuring all jobs are actively managed in a timely and professional manner, providing effective support to the team and creating a positive and motivational environment.
Join us and be part of a collaborative team that values work-life balance. We offer flexible work arrangements, allowing you to blend the convenience of working from home with the energy of the office.
Key Responsibilities:
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Conduct collections phone calls, managing arrears accounts and make payment arrangements to minimise levels of delinquency, positively initiating debt recovery calls to resolve accounts as quickly as possible;
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Handling hardship calls appropriately and within policy guidelines, referring these onto the Financial Assistance team for assessment;
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Prepare customer communications, maintain registers and reporting requirements with a focus on achieving set collections targets
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Adhere to all aspects of departmental processes/procedures and maintain an operational understanding of all legislation, regulation and policy;
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Maximise operational efficiency and focus on productivity to ensure SLA’s are met, offering suggestions for continuous improvement opportunities to enhance our processes and improve the customer experience;
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Play your part in promoting a customer centric and positive team culture, consistently delivering a high level of customer service and responsiveness across SLAs.
About you
To thrive in this role you will be a driven individual that takes ownership of every call and account. You will be customer focused with a desire to educate and help every customer to the best of your ability building trusting relationships while not shying away from meaningful conversations. Also, possessing a natural curiosity and a results-driven mind set will contribute to your success. In addition, the ideal candidate will possess the following key attributes:
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A minimum of 2 years+ of mortgage and/or auto finance collections experience, ideally within a bank or financial institution;
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Strong knowledge of collections processes and relevant legislation;
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Ability to work well under pressure and adapt to a fast-changing environment;
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Excellent decision making and negotiating ability with the capacity to problem solve and identify the best solutions;
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Strong active listening skills and an investigative mind to enable effective call handling, building strong customer relationships that deliver positive outcomes for all parties;
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Knowledge of hardship assistance guidelines and experience managing hardship cases to ensure a balanced outcome for the customer.
About the Company
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 Friday 2nd May 2025.