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Team Leader Customer Support

4 months ago

Bendigo, Australia Bank Australia Full time

Posted: 23/01/2024

Closing Date: 23/02/2024

Job Type: Permanent - Full Time

Location: Bendigo

Job Category: Banking and Financial Services

We have an exciting permanent, full time opportunity for a Team Leader Customer Support & Recoveries to join our collaborative and highly engaged Customer Support & Recoveries (CS&R) Team. This position is responsible for supporting and managing matters relating to collections, credit risk, operations and vulnerable customers and achieving agreed performance targets, identifying training requirements, providing leadership, coaching and motivating staff effectively.

**Why join us**
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven 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 13% 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 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**
- Providing leadership to CS&R Consultants in day to day, identifying training requirements, and motivating staff effectively
- Monitoring work flow on a regular basis to ensure it is appropriate throughout the team
- Allocating all delinquent accounts between staff appropriately
- Managing and overseeing collections queues, ensuring a level of priority commensurate with risk
- Managing and overseeing of vulnerable customer recording and referral services
- Reporting on the status and performance of the credit / loans portfolio, particularly in relation to arrears and defaults
- Providing Quality Assurance to review and ensure that collection procedures are carried out in a responsible, customer-focussed, timely and effective and compliant manner
- Negotiating and approving loan deferrals and restructures
- Recommending approval of legal action, enforcement of security, suspension of interest in the case of absolute default or debt waiver and settlements
- Overseeing collation and maintenance of the Bad Debts Recovered Register and liaise with mercantile agencies
- Providing leadership to ensure high standards of CS&R staff performance and adherence to policies and procedures
- Providing and recommending training for staff on the job, or through facilitated training environment as required
- Conducting quality assurance on calls and accounts and providing feedback to staff.

**What you will bring**
- Knowledge of the National Credit Code, ABA Code, COBA Code and related credit legislation and the Privacy Act particularly as they relate to Customer Support & Recovery activities
- Knowledge of civil legal procedures in relation to debt recovery
- Good knowledge lending policies and procedures, broad knowledge of banking products and services
- Excellent communication skills in liaising both internally and externally, including written, verbal and interpersonal
- Good problem solving, analytical and critical thinking skills
- Ability to work in a team environment - both leading and participating
- Strong communication skills and ability to build relationships with a constructive and considerate attitude to credit integrity activities
- Negotiation skills and ability to interpret, investigate and report on financial statements
- Ability to effectively determine priorities and allocate work accordingly
- Confidence dealing with technology and an environment of electronic data delivery
- Completion of the relevant courses in finance, banking, dispute resolution, risk management, legal and / or compliance
- Relevant tertiary studies preferred
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.