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Secured Collections & Hardship Team Leader

Locations: Sydney, New South Wales Job Function: Operations - Collections Default Employee Status: Regular Job ID: 20202084

A Mortgage Collections & Secured Hardship Team Leader is primarily responsible for the end to end lifecycle management of all delinquent and pre-delinquent mortgage customers. It is considered a role best suited to candidates with experience managing both collections and hardship customers as well as ideally having had some exposure to leading a team and/or managing Third Party Vendors.


  • Forecasting and inventory management across 30+ and 90+ delinquency
  • Independently analyses trends to identify potential process improvements, productivity increase opportunities and workflow improvements
  • Makes recommendations based on collections and/or recovery knowledge
  • Skip tracing/field calls and where appropriate, instructing solicitors to prepare legal noticesand/or commence enforcement proceedings
  • Appropriately assess risk when business decisions are made, demonstrating particularconsideration for the reputation and safeguarding Citigroup, its customers and assets, by driving compliance with applicable laws, rules and regulations, adhering to policies andprocedures, applying sound ethical judgment regarding personal behavior, conduct and business practices and escalating, managing and reporting control issues with transparency
  • Receive inbound and make outbound calls to customers at various stages of the Collections and/or Hardship frameworks to identify high risk customers
  • Manage high risk and/or complex matters i.e. compromised securities and defended litigations
  • Supporting the operational management function of Third Party Vendors
  • Managing escalations and supporting complaint resolutions
  • Maintain accurate, comprehensive notes on all accounts actioned
  • Provide information and where appropriate, assessment and solutions to customers experiencing financial difficulty
  • Maintain positive relationships with all internal and external stakeholders



  • 3+ years experience in Mortgage Collections (pre-delinquency through to mortgage in possession / asset realisation)
  • Proven track record of delivering results in a high pressure environment
  • Sound working knowledge of Debt Collection Guidelines, Banking Code of Practice, National
  • Consumer Credit Protection Act and Privacy Act
  • Well developed commercial acumen, negotiation and influencing skills
  • Excellent written and verbal communication skills
  • Strong attention to detail, a mature positive attitude and strong work ethic
  • IT literate (Word and Excel)


  • Experience as a Senior Collections / Hardship Officer or Team Leader with exposure tomanagement of Third Party Vendors
  • Working knowledge of individual State based legislative requirements
  • This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

Personal information (as defined in the Privacy Act 1988) will be handled in accordance with our Privacy Policy. Please see



Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU


Time Type :Full time


Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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