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Debt Resolution Specialist
2 weeks ago
The role of an Arrears Support Specialist within our organization involves handling customer queries and resolving arrears issues with borrowers prior to accounts moving into the Legal Department. This includes completing Standard Financial Statements and explaining restructure offers to customers.
This position is ideal for individuals interested in developing their Credit Decision-making skills, as you will be responsible for managing accounts within different cohorts allocated to you by the Assistant Manager.
Key Responsibilities- Handle restructuring queries on customers' mortgage accounts within company policy and regulatory requirements.
- Manage incoming calls from customers, branches, and authorized third parties efficiently.
- Effectively manage daily account allocation and engage with customers on phone calls to deliver optimal solutions.
- Provide advice to customers regarding available options within CCMA and CPC guidelines where applicable.
- Explain Alternative Restructure Arrangements to Borrowers and refer to relevant departments or Branches when required.
- Adhere to credit policies and procedures for control, compliance, and risk mitigation.
- Efficiently handle inbound and outbound telephony activity, reviewing and updating customer information on relevant systems.
- Monitor customer contact with call outcomes updated on all relevant systems.
- Participate actively in weekly team meetings.
- Learn new skillsets regarding Provision 28, 29, 45, and 47 of the CCMA.
- Develop knowledge around CPC accounts and the appointment of a Rent Receiver.
- Log customer complaints (verbal) to the Complaints system effectively.
- Prior experience in debt resolution is preferred.
- Effective call handling skills are essential for dealing with customers professionally while showing compassion.
- A recognized qualification or accreditation (e.g., APA/QFA) is necessary to discuss product information and provide advice on forbearance options.
- Excellent PC skills, including database, Word, Excel, and Outlook proficiency.
- Thorough understanding of relevant legislation, such as the Code of Conduct on Mortgage Arrears, Consumer Protection Code 2012, and Minimum Competency Code.
- Knowledge of CCMA, CPC, and MCC and how they apply to customer interaction.
- Strong attention to detail and organizational skills.
- Ability to work in a team environment and adapt to changing situations.
- Financial/mortgage market awareness.
- Potential to develop Credit Decision-making skills.
As an Arrears Support Specialist, you will have opportunities to grow your skills and knowledge in a dynamic and supportive environment.
Our organization values its employees and strives to create a positive and inclusive workplace culture.
