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Good Loans Administrator

2 weeks ago

Auckland City, New Zealand Momentum Consulting Group Full time

$75,000 - $85,000 I 18 Month-Fixed Term Contract
- Auckland CBD Office
- Amazing Team Culture & Team Benefits

18 Month-Fixed Term opportunity to help wahine and whanau with financial security. A chance to make a difference within a not-for-profit company.
- $75,000 - $85,000 I 18 Month-Fixed Term Contract
- Auckland CBD Office
- Amazing Team Culture & Team Benefits

**About the company**
Good Shepherd NZ is a charitable non-government organisation that was established to address the critical, contemporary issues facing women, girls and families. It was established in 2012 to continue the work of the Good Shepherd Sisters.

**About the culture**
The Good Loans Administrator - Payment Care will be responsible for providing loan administration and payment care support for our client's microfinance programmes - Good Loans and DEBTsolve. Working alongside the Good Loans Administrator - NILS and Drive, this role’s specific focus will be on delivering ‘payment care’ to all clients who miss payments or are having difficulty maintaining regular repayments on their Good Loan.

This will include a combination of administrative tasks and providing direct client contact and support, such as: contacting clients who have missed a payment; responding to client enquiries about repayments; working with clients through hardship solutions and/or payment arrangements; offering referrals to a Financial Wellbeing Coach; collecting data for reporting and quality assurance. It will also provide support and back-up cover to the other Good Loans Administrator whose specific focus is on the administration of the NILS and Drive Insurance programmes and the Connect banking and drawdown payment processes.

Reporting to the Development Manager - Microfinance, the Good Loans Administrator - Payment Care will work in the Good Loans support team alongside the other Good Loans Administrator and Lending & Assessment Specialists. They will provide support to clients, Good Loans Advisors and Financial Wellbeing Coaches across their network of community providers.

**A typical day in life might include**:

- Contacting clients who have missed a payment (are “currently not paying”) or are having difficulty maintaining regular repayments on their Good Loan
- Responding to client enquiries about repayment of their Good Loans
- Having authentic and strengths-based conversations with clients who are behind on repayments to establish the causes of their financial challenges
- Working through appropriate solutions with those clients, including hardship solutions and/or payment arrangements, ensuring all decisions and actions are focused on client's financial wellbeing
- Offering referrals to a Financial Wellbeing Coach
- Supporting clients in vulnerable circumstances to access appropriate internal and external support
- Responding to and processing service-related enquiries
- Identifying accounts where further payments will likely not be made and making appropriate recommendations on the next course of action
- Updating correct contact details for clients and locating clients with incorrect contact details
- Supporting Good Loans team and wider team on ad hoc projects and tasks as required
- Maintaining client files including full diary, log notes and records of all correspondence
- Collecting data for reporting and quality assurance
- Complying with legislative requirements and internal policies and procedures
- Responding to client queries/correspondence in a timely manner, particularly ensuring best practice timelines for hardship are met
- And more

**Who will thrive in this role?**
- Demonstrated experience working as a microfinance loan worker or consumer lending and/or collections/recovery experience with a bank or finance company
- Demonstrated customer-centric experience in customer contact/client service roles
- Administration and lending experience
- Relevant qualification in accounting or finance is desirable
- Competent in working with numbers, analysing data and identifying patterns and data errors
- Strong analytical skills and ability to quickly evaluate information
- Strong computer-based skills, including Microsoft Office and use of client databases, and strong reporting skills
- Demonstrated ability to follow procedures, processes and compliance requirements whilst paying attention to detail
- Ensures service at all levels is of superior quality, with a strong client and service delivery focus
- Ability to handle personal, confidential information

**Please note we are only accepting applicants currently living in New Zealand with a valid working visa