Customer Support Consultant

3 weeks ago

Brisbane, Queensland, Australia ANZ Full time
About Us (Suncorp Bank)

At Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging. As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.

About the Role

Suncorp Bank are looking for someone who has great customer services skills with collections and retail recovery experience to join their Customer Support Team.

As a Customer Support Consultant (Late Stage Collections), you will manage non-performing retail asset portfolios by applying legal recovery processes and procedures to high-risk files. You will additionally ensure effective arrears recovery and aid in getting accounts back to performing by recommending and applying appropriate collection strategies. You will also be responsible for identifying customers experiencing Financial Hardship and make appropriate referrals based on the customers circumstances and vulnerabilities.

Role Location: 80 Ann Street, Brisbane, QLD 4000
Role Type: Permanent, Full-Time role

Note: 2 available opportunities

What will your day look like?

As a Customer Support Consultant, you will:

  • Determine the reason and causes for the delinquency of high-risk files through contact with customers and take appropriate action to maximise the recovery of arrears.
  • Assess and recommend the most appropriate course of action for the recovery of arrears and security given individual customer circumstances and refer to leader for approval of decisions.
  • Prepare strategies detailing appropriate recovery options, including provisioning and write offs.
  • Issue statutory notices, liaise with insolvency administrators and instruct mercantile agents to conduct field calls.
  • Ensure compliance with policy and procedures, statutory and legal requirements in all recovery matters.
  • Maintain effective and congenial communications with the various internal and external stakeholders and respond to all enquiries and requests in a timely manner.
  • Identify and make recommendations to the Leader, on processes and procedures or other issues and improvements.
What will you bring?

To grow and be successful in this role, you will ideally bring the following:

  • Experience in collections and retail recoveries.
  • Excellent communication skills both verbal and written.
  • Ability to critically assess data, subjective material and other inputs to make objective judgements and recommendations.
  • Capability to handle customer complaints, aiming to achieve an effective first call resolution.
  • A strong understanding of the legal and regulatory framework in which Retail Recoveries must operate, and the constraints imposed by law.
  • Banking and Lending experience is highly desired.
  • Tertiary qualifications are desired, but not mandatory.
  • Understanding of the recovery process, workout methods and procedures within the relevant systems (Ignite, Hogan, CRMoD, Defaults and Recoveries Database, ALLFI) is desired.

You're not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.

So why join us?

Suncorp Bank is a proud part of the ANZ Group and a place where you'll be doing work that really matters. That's because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.

Our team members' wellbeing is a top priority and we know it's the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.

Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.

Suncorp Bank is committed to creating a workplace where people from all backgrounds, identities and beliefs can thrive in an environment of inclusivity and mutual respect. We welcome applications from everyone and invite you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at Suncorp Bank and the ANZ Group, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 84896.

Job Posting End Date

10/04/2025, 11.59pm, (Melbourne Australia)

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