Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this Collections Officer role.
Rezi rewrites your resume against Community First Bank's job description. Free.
Tailor your resume to this Collections Officer role.
Rezi rewrites your resume against Community First Bank's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Collections Officer posting at Community First Bank — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Collections Officer posting at Community First Bank — free, in seconds.
About the Role
The Collections Officer role is crucial for managing high-volume aged delinquent accounts. This position involves utilizing various collection techniques to reduce the number and dollar value of overdue accounts, while identifying solutions to assist members in meeting their financial obligations and maintaining positive relationships.
Responsibilities
- Daily generation of arrears reports via the core banking system.
- Action every delinquent account delegated by the manager to your portfolio not less than once weekly.
- Apply effective communication skills to negotiate with members for mutually beneficial outcomes.
- Challenge procedures to find innovative alternatives to improve workflow within regulatory constraints.
- Identify 'housekeeping' issues that have affected an arrears status on a member's facility and take appropriate action.
- Refer delinquent accounts to Collections Manager where approval/instructions for repossession or legal action is required.
- Refer all Part IX Debt Agreement proposals and Bankruptcies to the Collections Manager for review and instructions.
- Liaise with external service providers to ensure field calls, repossessions and legal action are actioned in a timely manner.
- Provide feedback to the Collections Manager on issues that affect lending portfolio quality or arrears.
- Maintain a professional approach to all staff and members to exceed customer service expectations, and build partnerships with CFCU colleagues.
- Operate within constraints of legislation to remain compliant at all times.
- Understand and adhere to Community First’s operational risk, business continuity, and incident management policies and procedures, incorporating APRA CPS 230 requirements.
- Actively identify, assess, mitigate, and report operational risks, incidents, errors, or concerns through designated internal reporting channels.
- Seek assistance or clarification whenever in doubt about a risk or when a new or increased risk is identified and escalate these matters to your direct manager or other reporting channels as appropriate.
- Participate annually in risk management workshops to identify and assess key risks, determine their likelihood, and ensure appropriate mitigants and controls are in place.
- Collaborate effectively with external service providers and partners, ensuring that third-party risks are managed in accordance with Community First’s policies and regulatory requirements.
- Know and comply with Board and Management policies, including but not limited to consumer and lending, as well as all regulatory requirements.
- Participate in ongoing training, development activities, and practice drills to maintain competence in risk management, compliance, and business continuity practices.
- Foster a strong risk culture by promoting accountability, transparency, and continuous improvement, and by championing risk awareness across the organisation.
Requirements
- Ability to display confidence when dealing with others.
- Ability to display capacity to convey empathy in dealings with members under hardship circumstances.
- Ability to identify the most appropriate course of action relevant to the aged days and circumstances of each delinquent account.
- Ability to identify cross-sell product opportunities.
- Ability to develop and maintain effective networks with industry colleagues.
- Ability to cooperate and engage with staff at all levels within the organisation.
- Ability to set priorities, plan workload and meet individual and departmental objectives.
- Ability to display well-developed written and verbal communication skills.
- Ability to work in a team-based environment and autonomously.
- Ability to display competence using computer and telephony technology.
- Ability to understand the corporate values and how the behaviours they represent link and add value to the culture of the organisation.
- Ability to demonstrate commitment to CFCU’s corporate values of Passion, Teamwork, Success, Initiative and Trust.
- Contemporary knowledge of legislation affecting the collections industry including Privacy Act, National Consumer Credit Protection, Mutual Banking Code of Practice and ACCC collection guidelines.
- Basic knowledge of the relationship between the age of the arrears, the relevant provisioning and the financial impact on the bank.
- Current knowledge of Workplace Health and Safety (including Robbery Awareness), Fraud Awareness, Compliant Handling & Dispute Resolution, Risk Awareness, Business Continuity, Discrimination, Bully & Harassment, AL/CTF, Privacy, Codes of Practice (including COBCOP), Code Of Conduct, and Business Unit specific training.
Skills
- Collections
- Accounts Receivable
- Microsoft Office (Word, Excel, Outlook)
- Communication Skills
- Negotiation
- Risk Management
- Compliance
- Problem-Solving
- Interpersonal Skills
- Teamwork
- Autonomy
- Computer and Telephony Technology Proficiency
Location
- Australia wide
- Sutherland Shire
- Hunter Region
- Western Sydney
Work Type
- Full-time
Experience Level
- Minimum 2 years experience in a Collections role within the finance industry (Desirable)
- Previous experience in collections or accounts receivable role (Essential)
Education Level
- ASIC Tier II Statement of Attainment (or willingness to obtain in 3 months)
About the Company
- Community First distributes financial products and services across a range of channels Australia wide.
- Community First is member-owned and run for the benefit of members, not for external shareholder profit.
- Our mission is to help members achieve their financial goals by building relationships for mutual benefit.
- Community First strives to offer members something different to traditional banking institutions and puts members first in the delivery of products and services which help them achieve their personal financial goals.
- Community First also owns Easy Street – an online only provider of savings and loan products that offer simple value and appeal to people who prefer to do their banking online themselves.