Recoveries Consultant

2 weeks ago

Bendigo, Victoria, Australia Bank Australia Full time
Posted: 09/03/2023

Closing Date: 14/04/2023

Job Type:
Permanent - Full Time

Location:
Flexible

Job Category:
Banking and Financial Services


Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We're growing fast as more people choose to align their banking with their values. We're a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We are currently seeking a permanent, full time Recoveries Consultant to join our Customer Support & Recoveries Team.

This position manages cases and customers who are delinquent, faced with financial difficulty, hardship or vulnerable circumstances and supports and coordinates suitable arrangements for optimal resolution.

This involves coordinating legal enforcement activity, including asset realisation and reporting, high risk, potentially fraudulent and under hardship customers, or customers experiencing vulnerability and those that could be considered potential bad debts.


Why join us

  • We have big plans to become Australia's most trusted bank and a leading purposedriven business.
  • As a certified B Corp, we're part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
  • Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
  • We offer flexible working options, competitive salary and 12% super.
  • Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
  • We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
  • We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
  • We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
  • We are the first bank in the world to care for a conservation reserve where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

  • Identify customers who are experiencing hardship and ensure hardship assistance is offered
  • Make recommendations and implement hardship deferrals and loan restructures
  • Identify and provide assistance to customers requiring extra care and refer them via appropriate support channels
  • Action daily loans delinquency, continuing credit facilities and overdrawn savings accounts queues as allocated, ensuring internal operating processes are followed and proper records of customer contact and arrangements entered
  • Financially counsel customers in order to establish reasons for nonpayment, and develop personalised programs to assist customers to eliminate long term delinquency and debt servicing difficulties
  • Assist in the review and followup of bad debts written off and the maintenance and reconciliation of the bad debts recovered register
  • Ensure all impaired secured mortgages are assessed for updated valuations and reported
  • Ensure all delinquent accounts, both loans and savings have received appropriate notices
  • Ensure bad debts written off are prepared and boxed for issue and associated administration
  • Ensure that all continuing credit accounts that are actioned are monitored and reviewed in accordance with continuing credit review procedures
  • Negotiate or recommend contract variations, suspension of interest, debt waivers or settlement agreements
  • Instruct and coordinate legal action including, but not limited to statement of claims, attachment of earnings, warrant of apprehension
  • Instruct and liaise with suppliers, solicitors and external bodies in a timely manner as appropriate
  • Ensure all customer legal files are kept up to date, conduct monthly reporting
  • Report on accounts that require on going followup.

What you will bring

  • Good problem solving and critical thinking skills
  • Excellent communication skills in liaising both internally and externally including written, oral and interpersonal
  • Excellent ability to demonstrate empathy to customers' financial situations and willingness to work towards a mutually agreeable resolution
  • Good ability to work in a high pressure environment and effectively manage time
  • Analytical skills and ability to assess financial statements, including use of discovery questioning
  • Strong team work and ability to work and collaborate in person and with remote teams
  • Excellent ability to prioritise workload and achieve outcomes
  • Strong work

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