Rep-Special Servicing (VB)

We are seeking enthusiastic and vibrant individuals to join our Consumer & Small Business Credit team. If you are a self-motivated and positive individual, why not join our team?

As part of the team, you’ll be responsible for managing and servicing with excellence our Consumer & Small Business segment for Australia & New Zealand. You’ll be sharing our commitment to the service intent and our passion for customer service, while supporting customers through credit management conversations and account reviews. This position is responsible for delivering extraordinary customer service whilst ensuring we adhere to our credit policies, make sound risk decisions and minimise potential losses.

We will provide you with a structured training program when you begin, and ongoing guidance to support you.

Qualifications

What skills we feel you'll need to be successful

• Strong communication and negotiation skills, with a confident telephone manner.
• Empathetic and patient approach when dealing with customers and their financial situations.
• Ability to handle difficult conversations and remain calm under pressure.
• Ability to work both independently and as part of a team.
• Ability to quickly learn and adapt to new software and systems.
• Strong analytical, numerical and problem-solving skills, with the ability to assess risk and make sound decisions.
• Ability to take initiative, proactively seek information and escalate matters when appropriate.

Responsibilities

What your responsibilities will include

• Providing excellent customer service through inbound and outbound customer contact, addressing inquiries and concerns related to customer accounts.
• Managing credit accounts, including supporting collections activity on overdue balances where required.
• Assessing and understanding customers' financial situations to offer appropriate solutions and payment arrangements.
• Analysing account risk and making informed spend decisions in line with credit policies, clearly communicating outcomes to customers.
• Using negotiation and relationship management skills to achieve positive outcomes for both customers and the business.
• Liaising with relevant back-office teams, account managers and stakeholders to support account management.
• Gathering and submitting financial information for underwriting reviews and appeals.
• Ensuring all account activities and customer interactions are documented accurately and thoroughly in the company's systems.
• Participating in team meetings and training sessions to stay informed about company policies, procedures, and best practices.