Job Title: ASU Agent
About the Role
This contract role involves working on a two-day onsite and three-day remote schedule. As an ASU Agent, you will be responsible for proactively managing a portfolio of cases to ensure timely progress towards resolutions for customers.
Key Responsibilities
* General loan administration, including handling inbound and outbound arrears calls, assessing financial statements, and drafting accurate credit reports.
* Accurately recording information in systems of record and trackers.
* Managing all communication with customers and third parties, both telephonically and through written correspondence.
* Completing tasks in compliance with policies, procedures, regulatory codes, and within SLA/KPI deadlines.
* Demonstrating a customer-centric approach by resolving queries effectively and efficiently.
* Treating customers fairly and consistently in all activities, including credit proposals and resolutions.
* Exhibiting accountability and a positive attitude when managing cases and assisting senior management with ad-hoc queries.
Requirements
* Previous experience in financial services, particularly in phone-based customer service and home-loan debt resolution.
* Educational requirements include QFA or APA (Loans) as a minimum.
Working Arrangements
This is a contract role, and the successful candidate will work two days onsite and three days remotely. If your skills and experience match the job requirements, you will be contacted to discuss your application further.