Arrears Management Specialist

3 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
Arrears Management Specialist

Do the work that matters:

Business Financial Assistance - Arrears Management is a dynamic and growing team.


We are a high performing team purely focused on assisting Small Business Customers in meeting their financial commitments and arrears management.


We work closely with Risk, Product, Small Business Banking and Group Credit Structuring to provide tailored solutions for our customers.


See yourself in our team:

Be part of a team that is customer facing and which requires a high level of customer contact.

Maintaining accurate and thorough records of customer payment history and status of account.


You will have empathetic conversations with our customers and tailor a bespoke solution to meet their unique financial circumstances, which fits within risk appetite, and your credit delegation (PCAA).

Appropriately identifying customers experiencing Financial Difficulty and referring them to specialised team.

Managing Small Business customers who have fallen off track on their repayments

We are available to service our business banking customers from 8am to 6pm, Monday to Friday.

Your duties will include:

  • Work efficiently and effectively to manage arrears activities relating to business facilities in the Small Business portfolio, including understanding and following standard arrears management operating procedures, and maintaining various management information systems on a timely and accurate basis.
  • Provide a high level of customer service to Small Business Banking Customers for appropriate and sustainable outcomes for our customers, which help them to maintain and regain financial stability.
  • Prepare and approve strategy papers while ensuring compliance with risk policies and frameworks or acceptable mitigates for policy exceptions, are met
  • Act within your delegated approval authority at all times, and demonstrate sound judgement when escalating issues for resolution.
  • Maintain thorough and accurate customer records.
  • Resolve customer complaints in a sensitive manner, ensuring balanced outcomes.
  • Understand the Small Business Banking segment and ensure that you comply with relevant regulations and external legislative requirements.
  • Foster collaborative working relationships with counterparts in the Risk, Product, Small Business Banking and Group Credit Structuring to ensure a holistic customer outcome achieved for customers to rehabilitate their financial position.
  • Act as a role model by consistently demonstrating the Group's values and people capabilities.
  • Contribute to the ongoing improvement of risk culture by actively looking to improve policies and systems so that team provide excellent customer service.
  • Understand the importance of and be aware of operational risks and contribute to the management of such risks.
  • Work collaboratively and contribute to a strong performance culture.
  • Contribute to a culture of continuous improvement and innovation.
Foster and promote a safe, inclusive and diverse work environment

We're interested in hearing from people who:

  • Positive team-based attitude with the ability to add value to the team's productivity and culture.
  • Good organisational skills and the ability to prioritise workload
  • Ability to think strategically and adapt quickly to new situations.
  • Minimum 5 years customer contact experience.
  • Minimum 2 years' experience in arrears management position.
  • Ability to provide sound, consistent risk decisions.
  • Awareness of relevant industry policies specifically in relation to Banking Code of Practise and Debt Collection Guidelines.
  • An understanding of insolvency matters.
  • Sound understanding of small business legal structures.
  • Experience in contributing to high performing teams and ability to contribute to a positive team culture.

In this role you will gain experience in:


  • Stakeholder Management e.g. developing and maintaining strong relationships with internal and external stakeholders.
-
Problem solving e.g. making decisions and solving problems to achieve optimal outcomes - acting as a self-starter, bringing a range of options and a recommended solutions, rather than simply escalating a problem.
-
Resiliency - it is an exciting but high intensity environment - you will need to display composure and have the ability to find an effective work/ life balance.
-
Customer Focus - you will be responsible for case managing customers for arrears management

On the job development opportunities will be identified for you between you and your manager. They will work with you to create and action your development and career plan.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on

Advertising End Date: 12/02/2024

Job ID REQ199810

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