Team Leader, Customer Support

2 weeks ago

Brisbane, Queensland, Australia Suncorp Group Full time
  • Seeking a professional to lead a dynamic team to deliver customer obsessed interactions
  • Seeking a transformational thinker who can also manage operational obligations
  • Brisbane based role

At Suncorp, we are committed to providing exceptional service and support to our customers. We are currently seeking a dynamic and experienced Team Leader to join our Customer Support team. You will lead a multi-functional team to deliver optimal performances that support customer obsessed interactions while also driving business performance. If you're passionate about driving operational excellence, managing risks, and fostering positive relationships, we want to hear from you.

In this role you will be managing the collection process for retail home loan and personal loan facilities in arrears, ensuring compliance with regulatory standards and industry best practices. In addition to this, you will be conducting call compliance monitoring, provide feedback, and coach consultants on late-stage recovery processes and activities.

What you'll do

  • Ensure compliance with Suncorp Customer Support Policy, NCCP, Banking Code of Practice, and Financial Ombudsman Industry directions.
  • Maintain effective relationships with peers, executive managers, and stakeholders, collaborating to achieve business objectives and deliver consistent service.
  • Develop and maintain relationships with customers, front-line staff, business units, and collections teams to minimize arrears, support hardship activities, and drive continuous improvement.
  • Drive continuous policy and process improvement, maintain high standards of Quality Assurance, review and update CBT training, and ensure contact with authorized third parties adheres to ASIC Debt Collection Guidelines.
  • Demonstrate sound judgment, problem-solving skills, negotiation, and mediation abilities, along with effective communication and interpersonal skills.

What you'll bring:

  • Tertiary qualifications in business, commerce, banking and/or finance
  • Minimum two years leadership experience within a banking environment or operational role
  • Knowledge of consumer budgetary processes, lending and banking products
  • Familiarity with legislations affecting recoveries and collections
  • Excellent organisational and problem solving skills along with the ability to delegate while maintaining organisational control of operations
  • Effective communication with colleagues, peers and stakeholders to ensure seamless deliveries and readiness
  • Strong leadership skills and ability to work in a high-pressure environment

What we can offer

  • A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks paid secondary carer parental leave and unlimited paid emergency response leave
  • Discounts and offers on a range of retail favourite stores as well as banking and insurance products
  • Give back to our communities with payroll giving, donation matching and paid volunteer leave
  • Invest in your brighter future with ongoing study support and career development programs; and
  • Prioritise your work/life balance with our robust employee assistance program and dedicated employee council

Employee benefits | Suncorp Group

Chase the Sun, apply online today

At Suncorp, we are committed to building futures and protecting what matters. We value the unique experiences, insights and diverse workforce that benefits our people, our business, and our customers. We'd love to see your application and speak with you even if you do not match the above mentioned.

Important note: In July 2022, Suncorp announced to the market that it had entered into an agreement to sell the Suncorp Bank business to Australia and New Zealand Banking Group Limited (ANZ) (the Sale). The Sale remains subject to regulatory and government approvals (including Australian Competition Tribunal approval). If all approvals for the Sale are received, this role will transition to Suncorp-Metway Limited (SML) which will become part of the ANZ corporate group.

By applying for this role, you agree that Suncorp may provide your application details (which may include your personal information) to ANZ if/when the Sale is finalised if (a) the recruitment process is still underway, or (b) your application for this role is successful. You also acknowledge that if/when the Sale is finalised ANZ may conduct pre-employment screening checks as part of their profile process. Please see the Applicant Privacy Statement for more detail.

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