ING
Financial Services
MortgageeinPossessionSpecialist
“Mortgagee in Possession Specialist at ING. Skills: Mortgage arrears management, Repossession management, Consumer lending collections, Regulatory compliance. Manage mortgage arrears and repossession cases. Investigate, assess, resolve, and progress cases”
What You'll Achieve.
Finding fair and sustainable outcomes; Delivering thoughtful, compliant and timely resolutions; Balancing customer outcomes with regulatory and risk requirements; Balancing customer circumstances with risk and regulatory requirements; Improve processes and customer outcomes
Industry & Context.
Proven ability to analyse complex customer situations; Proven ability to make sound, balanced decisions
What They're Looking For.
Must Have
Demonstrated experience managing mortgage arrears, Demonstrated experience managing repossessions, Demonstrated experience lodgement of LMI claims, Consumer lending collections experience, knowledge of regulatory, legal, and compliance requirements relating to lending, collections, and repossessions (e.g. NCCP, hardship obligations, enforcement processes), Proven ability to analyse complex customer situations, Proven ability to make sound, balanced decisions, Excellent communication skills, Excellent negotiation skills, Highly organised, attention to detail, able to manage competing priorities, able to maintain accurate records, able to meet strict deadlines, Ability to collaborate effectively with internal and external stakeholders
Nice to Have
ability to navigate sensitive and high‑risk situations, ability to handle difficult or vulnerable customers with empathy, professionalism, and resilience
What You'll Do.
Manage mortgage arrears and repossession cases
Engage with customers and third-party representatives
Negotiate appropriate outcomes
Support legal and enforcement processes
Coordinate with external partners
Lodge Lenders Mortgage Insurance claims
Manage borrower shortfall sales
Manage consumer lending late stage collections
Maintain accurate and detailed case records
Monitor and manage risk
Identify potential issues
Ensure compliance with internal frameworks
Ensure compliance with external obligations
Collaborate with internal stakeholders
How You'll Work.
Team & Collaboration
Collaborate with internal stakeholders (e.g. risk, legal, operations); Collaborate effectively with internal and external stakeholders; Work with legal partners, agents, and cross-functional teams
Communication Scope
Excellent communication skills; Ability to handle difficult or vulnerable customers with empathy, professionalism, and resilience
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