Customer Assist Administration

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Department: SB Specialist Customer Care

Division: Suncorp Bank

Location: Brisbane

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.

This is a support role to Customer Assist Team to workload manage customers in financial hardship through customer contact in a timely manner to also meet strict regulatory timeframe of 21 days.

Role Location: Sydney, Brisbane or Melbourne (preferred)
Role Type: Secondment Opportunity, Full-time

As a Customer Assist Administration Officer, you will:

• Daily follow up contacts with customers in financial hardship, both verbally or in writing
• Receipt and input Hardship requests into Hardship Database and source system
• Maintain hardship data integrity and requirements
• Hardship Correspondence by Email / Letters and documentation (as required)
• Monthly archiving of work
• Management of the Customer Assist inbox
• Continuous Improvement of Policy and Procedure where required
• System input into Ignite/Hogan/DRS and other systems as required.
• Perform all other tasks assigned by your Team Leader that you are competent to perform safely

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

• Demonstrated previous experience in a similar role is desired but not mandatory
• Time Management – must be able to work in a high pressure high paced environment
• Organised - able to cope with a wide variety of demands and. prioritise tasks accordingly.
• Communication, written/verbal — Ability to communicate concisely and accurately the Bank's requirements
• Interpersonal Skills
• Teamwork
• Ability to talk to customers and financial counsellors to clarify information supplied in a professional and empathetic manner.
• Knowledge of systems (Ignite/Hogan/DRS) and collection processes and procedures Knowledge of Lending Products and Systems
• A sound knowledge of computing with some knowledge of Windows, Word & Excel

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.

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 96934.