Job Title

Collections and Customer Service Officer (Mortgage Customers) Challenger Mortgage Management (CMM) is a leading mortgage servicing firm, delivering a bestinclass Salesforce platform to manage mortgage portfolios for our investors. We are looking for a dedicated, customerfocused professional with proven experience in collections and hardship to support mortgage borrowers across Australia and New Zealand. About the Role As part of CMMs Contact Centre Operations team, you will manage your own portfolio of mortgage accounts with a focus on customer care and compliance. You will provide tailored hardship and repayment solutions while balancing customer needs with business and regulatory requirements. Key Responsibilities Handle inbound enquiries from borrowers needing assistance, and proactively manage outbound calls to those in arrears. Provide clear, empathetic guidance to customers experiencing hardship, working with them to create sustainable solutions. Ensure all collections activities are carried out in line with legal, risk, and compliance standards. Use negotiation, problemsolving, and customer service skills to achieve fair and positive outcomes. What Were Looking For Proven experience in collections, mortgage hardship management or customer service, ideally within Australia or New Zealand. Strong understanding of credit and hardship assessment processes. Knowledge of financial hardship obligations and enforcement processes (advantageous). Excellent active listening and communication skills, with the ability to build trust quickly. Experience working to SLAs and KPIs in inbound/outbound service environments. Proficiency with Microsoft Word, Excel, and contact centre systems. A proactive, compliancedriven approach, with integrity at the heart of everything you do. Benefits Discretionary bonus scheme 18 weeks paid parental leave for all new parents Challenger Day one extra day off every year in recognition of the effort our people make. Additional support leave (fertility, gender affirmation) Extra superannuation contributions Employee share plan Employee Assistance Programme Subsidised onsite caf and central location near Martin Place Metro Access to free onsite yoga, mindfulness and Pilates classes. Access to annual free flu shots. 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. 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 worklife balance. #J-18808-Ljbffr