ASU Case Manager
We are seeking a highly skilled ASU Case Manager to join our team on a contract basis. This role will require 2 days of work onsite.
Job Responsibilities
1. Proactively manage an assigned portfolio of mortgage arrears cases, ensuring steps are taken to progress appropriate resolutions for customers in line with relevant industry codes and regulations.
2. Perform general loan administration, including handling inbound and outbound arrears calls.
3. Accurately record information on systems of record and trackers.
4. Efficiently and professionally handle all communication (telephone or written correspondence) from customers and third parties.
5. Complete all assigned tasks in compliance with policies, procedures, and regulatory codes, ensuring adherence to SLA/KPI deadlines.
6. Consistently demonstrate a customer-centric approach by resolving customer queries promptly and effectively.
7. Treat all customers fairly and consistently during daily activities, including credit proposals and resolutions.
8. Exhibit accountability and a positive attitude when managing case portfolios and assisting senior management with ad-hoc queries.
9. Collaborate with all business areas to support team/department needs and achieve strategic outcomes.
10. Actively participate in and contribute to weekly/monthly team meetings.
11. Record incidents immediately upon detecting errors and engage with relevant risk personnel for resolution.
12. Take ownership of errors and complaints, ensuring the customer experience is managed to a successful resolution.
Experience Required
* Previous experience in financial services, particularly in phone-based collections or mortgage arrears support.
* Portfolio management or relationship management experience.
* Familiarity with the Code of Conduct on Mortgage Arrears (CCMA) and Consumer Protection Code (CPC).
* Capable of performing effectively in a fast-paced, complex, and deadline-driven environment.
* Excellent teamwork skills, working collaboratively to achieve goals and objectives.
* Proficient in credit analysis, underwriting, and debt resolution.
* Strong prioritization and time management skills.
Essential and Desirable Skills
* Previous experience in financial services, particularly in phone-based collections or mortgage arrears support.
* Portfolio management or relationship management experience.
* Relevant Industry codes
Working Hours & Benefits
2 days onsite / 3 days from home.
How to Apply
To apply for this role, please submit your updated CV. If your skills and experience match job requirements, you will be contacted to discuss your application in detail.
Similar Roles Open
As a specialized recruitment agency, we also have several other permanent and contract roles available. Visit our website for more information or explore additional opportunities.
Skills
* ASU Case Manager Resolution Mortgages Financial Services SLA KPI