POSITION PURPOSE:
Under the direction of the CRU Team Manager, Collections Officers are responsible for undertaking collection of mortgage accounts that are delinquent between 5 and 30 days. This role will also be responsible for meeting service, procedural and audit requirements in order to achieve business goals together with complying with legislative, regulatory and Firstmac policies and procedures

• Manages arrears accounts & initiate payment arrangements to minimise levels of delinquency
• Positively initiates debt recovery calls to resolve accounts as quickly as possible
• Ensures customer reminder and collection notices are generated promptly
• Refers delinquent accounts outside of the positions scope to the relevant area
• Uses the collection system to effectively manage each account and record actions or arrangements
• Identifies through customer discussions, borrowers who are experiencing financial hardship to discuss alternative arrangements

• Refers matters outside of delegated authority to the Collections Manager
• Ensures collection actions are compliant with policies, processes, delegated authorities, legislation and statutory requirements
• Investigates, refers opportunities and make recommendations for improvements in policy, procedure and process
• Maintains compliance with legislative training requirements