Hardship and Operational Support Officer

Our Collections and Hardship team are currently looking for a Hardship and Operational Support Officer who will be responsible for the day-to-day action and management of activities and tasks that complement the Collections Outsourcing program.

This is a full time, permanent position based in Mulgrave.

Additionally, the role is responsible for:

• Liaising with customers and outsource providers regarding outstanding payments and negotiating payment arrangements.
• Action Australia and New Zealand market contracts in arrears to ensure appropriate customer communications and enforcement action is taken where required.
• Improving customer experience and ensuring the proactive management of hardship contracts as defined in the NCCP from application to rejection or completion of matter.
• Contributing to the achievement of Collections and Recovery targets and customer satisfaction.
• Manage vehicle remarketing activities to ensure the highest market price is achieved for benefit of customer and business.

What you will bring to this role

• VCE or equivalent qualification required.
• Demonstrated experience working in a customer service environment.
• Strong understanding of collections treatment processes and Debt Collection Guideline requirements.
• Awareness of the National Credit Code and Privacy Act highly desirable.
• Ability to perform tasks independently, gather information and identify any potential process gaps or opportunities for innovation.
• Strong verbal and written communication skills with exceptional attention to detail and a strong work ethic.
• Proficient knowledge of the MS Office Suite. 

What you can look forward to

We believe in hiring the best talent in the market and fostering an environment where our people can learn, experience and grow. What you can expect is:

• An attractive remuneration package including a company vehicle
• Flexible Work policy and practices
• Health & Wellbeing initiatives
• Lifelong learning & career development
• BMW & MINI promotions and product offers
• Annual spend on BMW & MINI merchandise
• Free onsite parking
• Onsite café
• Subsidised onsite gym, dry cleaning and car wash facilities
• A dynamic, inclusive and sustainable working environment

BMW Group is an equal opportunities employer and takes great pride in fostering and promoting diversity in every aspect of our work life and culture.  We highly regard the skills, knowledge, experience, ideas, perspective and energy our diverse workforce brings into the company.

Employment at BMW Group Australia is conditional upon pre-employment checks undertaken by the candidate on request and clearances received.  This includes qualifications and employment checks, relevant background checks and may include police check(s) and credit check(s).

By submitting an application for a role at BMW Group Australia the candidate confirms:

• They have valid rights to work in Australia
• They agree to undertake integrity checks upon request should their candidacy progress to an offer of employment.  

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