Company Overview: Our client provides an invoicing platform to the real estate sector, facilitating payment solutions for their clients. This includes a pay-later option in the form of short-term personal loans for marketing and home improvements for sellers, as well as early settlement cash releases. Position Overview: We are seeking a customer service specialist to join our clients Lending Support & Arrears Team. The successful applicant will have experience providing a high level of service to customers and will easily align with their clients Customer Care mantra. Along with a deep understanding of assisting customers facing financial difficulties. You will assess each customer's situation and determine the best solution based on current policies and procedures. The goal is to help customers recover financially, by asking the right questions to understand their unique situation. You will engage with customers throughout their loan period, playing a crucial role in our clients Arrears Team. As part of this team, you will be responsible for contacting borrowers nearing the end of their loan period, or in cases of overdue loans, to facilitate payment arrangements and ensure timely repayment. You will be a good listener and a solution-focused communicator who can deliver the ideal balance of empathy and clarity when dealing with overdue accounts. In our client’s supportive environment, you will receive coaching, training, and assistance from the Team Leader and collaborate with team members to ensure you have the necessary support to complete your and the team’s day-to-day tasks. Key Responsibilities: Contact customers at set junctures throughout their loan term, focusing on near-due and overdue accounts. Monitor customer accounts to identify and reach out to borrowers who have not responded about their repayment plans. Negotiate sustainable payment arrangements with customers to achieve mutually beneficial outcomes. Navigate hardship conversations and outcomes. Conduct data entry and follow process flows to accurately document customer interactions and payment arrangements. Utilise self-management and problem-solving skills to effectively address customer concerns and resolve issues. Excellent written and oral communication is essential, as our client interacts with their customers exclusively through phone, email, and SMS. About the client: They strive to create a welcoming, supportive, and inclusive workplace where cultivating a great culture is one of their top priorities. Opportunities for career advancement – they are growing rapidly and support internal promotions. Birthday day off Access to employee assistance programs. Located in the city, only a 7 minute walk from Elizabeth Quay. To apply please forward your resume to enquiriestcbrecruitment.com or call me directly on 0450 360 225 for a confidential chat.