Property Solutions Specialist - Late Stage

About the Role

This is a unique and exciting role, managing your own portfolio of customers and requiring you to balance both customer and shareholder needs, exercising excellent judgement and decision-making to support customers, whilst minimising risk and loss to the Bank.

We are looking for an experienced customer service professional from the Property Solutions, SRT, and Complaints space to join our team, with experience in case management, a desire to help our customers with bespoke property related solutions, and keen to learn about property and mortgage enforcement process.

Role Details

• Employment Type: Full-time
• Hours: Can vary between 8:00am – 6:00pm, Monday to Friday
• Location: Sydney or Melbourne
• Hybrid Working: Currently 1 day in-office per week

See yourself in our team

The Property Solutions team is part of Financial Assist Solutions and is responsible for the management and performance of the late arrears Home Loan portfolio, by delivering operational excellence and precise execution of our arrears strategy. The team manages over 1 billion dollars in mortgage balances and typically 1 on 1 case manages 10,000 customers per year.

Your impact and contribution

As a Property Solutions Specialist, you will be responsible for the effective management of arrears and legal processes in relation to consumer arrears portfolios. The role focuses upon minimising losses to the Bank, by seamlessly working with external service providers such as (but not limited to) Solicitors, Property Presenters, Insurance providers, and Field Mercantile Agents, to meet the Bank’s objectives and service levels.

You will be managing our customers through an emotional process and will require strong communication to ensure excellent customer service is delivered at all times. You will deliver superior client experience through ownership of the client relationship.

You will also:

• Provide excellent service quality, multi product knowledge and timely resolution of issues
• Manage customer accounts where loan arrears are considered to be complex, sensitive or high risk and investigate issues to provide a resolution
• Deliver solutions to customers who may be facing sensitive and vulnerable situations, with a view to achieving the ultimate rehabilitation of our customer’s financial position and well-being
• Manage a portfolio of customer accounts, responsible from default through to the realisation process
• Negotiate repayment arrangements that satisfactorily repay the debt within time frames and delegations set by the banks policies
• You will have excellent interpersonal skills, empathy, resilience and strong decision making skills
• Mitigate risk issues which may arise during the Realisation process
• Identify loss positions and manage loss provisions
• You will also be required to support portfolios for colleagues when required

We’re interested in hearing from people who:

• Display a strong sense of judgement in dealing with customers who may be in vulnerable circumstances, whilst navigating the complexity of each state’s legal framework
• Strong oral and written communication skills
• Excellent Case Management and/or Relationship Management
• Problem solving skills
• Strong attention to detail
• Ability to work as part of a team

Advertising End Date: 11/12/2025