Mortgage Collections Officer

About us:

At Bluestone, we believe home loans should be simple, personal and able to meet borrowers’ changing financial needs and our mission is to be the most successful non-bank lender in Australia. Since 2000, we have provided customers with tailored solutions for their diverse financial circumstances, aligning with our vision to deliver outstanding home loan experiences. We’re a dedicated and passionate team of 230 professionals united by our unwavering commitment to our values: Making It Happen, Thinking Different, Owning It Like A Boss, Telling It As It Is, and being Better Together. These principles allow us to thrive as a team and support others in their journeys to grow and develop.

The Role:

At this time of growth, Bluestone Home Loans welcomes applications from Mortgage Collections Officers to join our team in Sydney. As the successful Mortgage Collections Officer, you will be an integral part of our financial services team, responsible for assisting customers facing payment challenges. Your primary focus will be to engage with customers by telephone, understand the reasons behind overdue payments, and work towards finding feasible solutions to resolve their accounts. You'll utilise your negotiation skills to establish payment arrangements, negotiate settlements, and provide empathetic support to customers in financial distress. Additionally, you'll be expected to maintain accurate records and comply with regulatory standards to ensure the protection of customer data.

Day to day will look something like this:

• Contacting customers by phone to discuss overdue accounts and reasons for non-payment.
• Reviewing and analysing documentation related to customer accounts.
• Proposing and negotiating payment options to facilitate debt repayment.
• Implementing repayment plans using various payment methods, such as credit cards, direct debits, or bank transfers.
• Updating customer records accurately to reflect interactions and agreements.
• Identifying cases where customers may require specialised financial assistance.
• Escalating cases through the legal process when necessary.
• Upholding a professional and trustworthy approach to ensure compliance with regulatory standards.

The ideal candidate will:

• Have recent Mortgage Collections experience.
• Demonstrate strong negotiation abilities and the confidence to overcome objections.
• Be proficient in using various communication channels to engage with customers effectively.
• Be empathetic, have patience, and be truly focused on partnering with our customers to resolve delinquencies.
• Display strong problem-solving skills and the ability to think critically in challenging scenarios.
• Work collaboratively within a team and contribute to a positive work environment.

What makes us a great place to work?

Our most important asset is our people. We’re committed to investing in our employees and offer a range of holistic perks and benefits to support individual needs. Our supportive and inclusive culture enables our people to grow and learn, to achieve their personal and professional goals, through collaboration and innovation. Some of our benefits include:

• Hybrid working model and flexible hours
• Flexible leave program (extra 5 days of leave awarded to employees who utilise their 20 annual days leave in the calendar year)
• Paid study leave and volunteer day
• Recognition program and annual bonus scheme
• Mentoring and career progression opportunities
• Wellness initiatives: monthly massages, fresh fruit delivered daily, and healthy breakfast options
• Discounts on an array of products and services
• 12 weeks of Paid Parental Leave for the primary caregiver and 2 weeks for the secondary carer, plus superannuation paid for up to 12 months
• Employee Assistance Program
• Modern offices in a CBD location
• End of trip facilities for when you are in the office

Next steps…

We appreciate the time you have taken to apply for a role with us. Bluestone is an equal opportunity employer and welcomes applications from individuals of all backgrounds. Our hiring decisions are based on your experience, skills, enthusiasm, and your future potential in the role. If you feel that you meet some, but not all the requirements above, we still encourage you to apply. If you are invited to an interview, please advise us if you require any reasonable adjustments during the interview process, and what pronouns you use.

Bluestone is committed to creating an inclusive and respectful workplace for all employees. Differences are embraced, contributions are valued, and everyone has a sense of connection and belonging. We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ, with disability, a culturally diverse background, and people of all ages. If you require an adjustment to the recruitment process please contact recruitment@bluestone.com.au

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