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Collections Officer – Legal Mortgages

ING Australia - Sydney, NSW

Banking & Finance
Source: uWorkin


Here at ING, our dynamic Consumer Operations team is growing, and are currently looking for a Mortgages Collections Officer/Collections Officer – Legal Mortgage to come onboard. Internally this is known as a Level 3 Late Stage Collections Officer position.

You’ll be responsible for accounts in arrears in our Mortgages tribe. Working in a fast-paced environment; you’ll be the frontend customer liaison for mortgage collection matters; both for outbound and inbound repayment queries. You will be involved on an ongoing basis having difficult conversations around financial hardships and advanced collections and arrears matters, whilst maintaining a customer-friendly approach in line with our ING values.

What are you going to do? You will be…

  • Receiving inbound and making outbound calls to customers, third parties and third party suppliers on a progressive outbound dialler
  • Using your negotiation skills and empathy to attain customer and commercial outcomes
  • Liaising with external stakeholders; for instance lawyers, on litigated matters
  • Assessing, reviewing, recommending and undertaking recovery action where appropriate; with both the Customer and ING best interests in mind
  • Speaking to early stage customers for collection purposes, and negotiating payment arrangements; for Mortgages
  • Providing information and support to customers experiencing financial hardship
  • Collecting applicable fees and default interest charges
What are we looking for? Someone who has…
  • Strong communication and negotiation skills
  • Proven experience handling conflicts, and respectively escalating to litigation
  • Prior Collections and Credit environment experience; in the Mortgages space is highly desirable
  • The ability to work under pressure, and effectively juggle multiple tasks and priorities
  • An understanding of litigation and legislatives processes in Collections is highly desirable
  • High attention to detail
  • 3 years experience in Collections, ideally with exposure to a secured lending (mortgage) product set
  • National Consumer Credit Protection (NCCP) and/or Certificate IV in Financial Services; this is desirable
About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

People of all ages, sexual orientations, cultures and backgrounds are welcome to apply – likewise if you’re an indigenous Australian, or you’re living with a disability, or you have family or caring responsibilities.

Sound like the kind of place you’d feel at home? We’d love to hear from you.