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Hardship Team Leader

3 months ago

Sydney, Australia SB Recruitment Full time

**Salary**:
**Contract Type**:

- Full Time
- **Location**:

- Sydney - NSW
- **Industry**:

- Banking & Finance
- **Contact Name**:

- Jenny Quigley
- **Contact Phone**:

- 02 9002 5005
- **Date Published**:

- 05-Apr-2024
- **The Company**

For more than 60 years, this multi-award-winning bank has been at the forefront of the industry, providing financial support to over 100,000 members across the country. Known for innovation and trusted by many Australians, they're now gearing up for further expansion. In light of recent growth, they're on the hunt for a Hardship Team Leader to join their Collections Division ASAP. In this role, you'll manage the hardship process and lead a team of dedicated Collections Officers. With endless internal opportunities, exposure to exciting projects, and supportive leadership, this is your chance to thrive in a dynamic environment.

**The Job**

Reporting through to the Head of Collections, you will be responsible for the following duties:

- Lead and manage a team of 3 collection staff. Conduct regular monthly catch-up meetings, provide constructive feedback, and deliver training sessions on hardship processes.
- Coordinate the hardship management process, overseeing the initial identification by collectors and personally assessing and approving or declining hardship cases.
- Ensure quality assurance within the collections team by reviewing recordings, conducting training and coaching sessions, and promptly reporting any quality breaches to the Risk team.
- Place a key emphasis on managing hardship cases effectively while also continuously identifying and addressing systemic issues within systems and processes and document procedures accordingly.

**You**

To be successful in this role, you must have experience in the following areas and possess the below personal qualities:

- Minimum 3 years of demonstrated experience in collections and hardship management, with the ability to navigate complex debt scenarios effectively.
- Prior experience working within the financial services sector is essential.
- Regulatory Knowledge: A solid understanding of regulatory frameworks including ASIC requirements, NCCP, RG 96 obligations, Privacy Act, APS 220, and familiarity with bankruptcy regulations is necessary.
- Excellent communication skills, capable of clearly conveying instructions, providing feedback, and fostering open dialogue within the team.
- Identify issues, analyse situations, and implement effective solutions efficiently, ensuring the team's success.

**How to apply**