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Credit Solutions Specialist - Extra Care

Listed 5 days Ago

Who are you?

Based in New Plymouth, the Credit Solutions Specialist - Extra Care position, is our first point of contact, responsible in delivering key messages and having meaningful quality conversations that educates and engages with our customers. 

Key to this role, is the ability to identify options that assist our customers in managing their financial commitments. Having a vast understanding of relevant legislation and experience in the financial industry, will ensure your success in the role. 

Your positive can-do influence, high levels of empathy and emotional quotient, allows you to understand, use and manage your own emotions in positive ways to communicate effectively with others, and ensure you know how to overcome challenges to defuse conflict and provide specialist care. 

Your responsibilities include:

  • Take appropriate and timely action on detective reporting that shows borrowers that may be experiencing repayment difficulties – includes undertaking full borrower reviews and delivering on proactive contact plans.
  • Identify appropriate support agencies to assist borrowers with improving their financial wellbeing e.g., MoneyTalks.
  • Providing guidance to the network with respect to borrowers presenting with repayment difficulties and assuming ownership of the customer relationship where appropriate.
  • Identifying the cause of a borrower's repayment difficulties and developing an appropriate and effective strategy tailored to the borrower’s specific situation to support.
  • Understanding the lending principles and practices at TSB to ensure appropriate restructuring solutions or payment suspensions are put in place for the benefit of both the borrower and the Bank.
  • Identify best practice changes to Customer Care and Support policies, processes, documentation, systems and reporting tools to improve performance, ensuring TSB’s processes are followed in a manner that is compliant with relevant legislation.

To succeed in this role, you’ll need:

  • New Zealand Certificate in Financial Services Level 5 or be working towards.
  • 2+ years Lending experience, with 5+ years’ experience working in financial services. 
  • Strong written and oral communication skills, a high level of empathy and EQ. 
  • An understanding of relevant legislation (e.g., Property Law Act, Personal Property Security Act, Credit Repossessions Act, CCCFA).

Who are we?

We’re a real New Zealand bank on a mission – to help New Zealanders get ahead and to make their banking experience as easy as possible.

Like our customers, our people are at the heart of everything we do, and we’re committed to developing and encouraging our people to achieve their goals both inside, and outside of our four walls. We promote inclusion and innovative thinking and pride ourselves on the positive working environment we’ve created. 

So, if you’re passionate about helping New Zealanders and ready to get stuck in as part of a team where you’re supported to be your best self…Apply now!