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About the Role

Help people find their way back on track by joining Challenger Mortgage Management's Contact Centre Operations team. This role focuses on empathetic, real conversations to help customers navigate financial difficulty with dignity, supported by market-leading technology and a training program.

Responsibilities

• Speaking with customers who reach out for help and proactively contacting those who've fallen behind.
• Listening first, then working alongside customers to find hardship and repayment solutions that work for their situation.
• Keeping every interaction compliant with legal, risk, and regulatory standards.
• Drawing on negotiation and problem-solving skills to land on fair, sustainable outcomes.

Requirements

• A natural ability to listen and build trust quickly, even in tough conversations.
• Resilience and composure when supporting customers through difficult circumstances.
• Comfort meeting SLA’s and KPI’s in a contact centre setting.
• Microsoft Word and Excel skills.
• A genuine commitment to doing the right thing by customers, every time.
• Curiosity and a willingness to learn.
• Experience in mortgage enforcement and complaint handling (desirable).
• Experience conducting hardship assessments (desirable).

Skills

• Salesforce platform
• Negotiation
• Problem-solving
• Microsoft Word
• Microsoft Excel
• Contact centre systems experience (bonus)

Location

• Sydney

Work Type

• Full-time
• Permanent
• Hybrid working

Experience Level

• Not specified

Education Level

• Not specified

Benefits

• Discretionary bonus scheme
• 18 weeks paid parental leave for all new parents
• Challenger Day – one extra day off every year
• Additional support leave (fertility, gender affirmation)
• Extra superannuation contributions
• Employee share plan
• Employee Assistance Programme
• Subsidised on-site café
• Access to free onsite yoga, mindfulness and Pilates classes
• Access to annual free flu shots

About the Company

• Challenger Limited is an ASX-listed investment management firm managing $128.2 billion in assets.
• Our vision is to provide our customers with financial security for a better retirement.
• We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed.
• Challenger Mortgage Management (CMM) uses market-leading technology, including a best-in-class Salesforce platform, to manage mortgage portfolios on behalf of our investors.
• Working at Challenger means being part of a diverse, connected team that has fun and loves what they do.
• We’re small enough, but big enough to accelerate bold ideas, realising what’s possible for our customers and partners.
• Challenger's employee value proposition guides how we work: Grow and realise your potential, supporting each other, stronger together and making things happen.
• Our culture encourages curiosity, considered thinking and meaningful contribution, with opportunities to build a broad and rewarding career.
• Our people quickly discover that a role at Challenger is much more than just a job.
• Our working environment is unique and encourages our employees to share their ideas and feel empowered to tackle new opportunities.

Equal Opportunity

• We are committed to fostering a safe, inclusive and respectful workplace where people of all backgrounds, identities and ways of thinking can thrive, and promoting flexible working to support work-life balance.
• Challenger is proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality, a Family Friendly Workplace and recognised as a Bronze Employer in the Australian Workplace Equality Index (AWEI), the national benchmark for LGBTQ+ workplace inclusion.