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Customer Support Consultant

4 months ago

Bendigo, Australia Bank Australia Full time

Posted: 21/04/2023

Closing Date: 21/05/2023

Job Type: Permanent - Full Time

Location: Flexible

Job Category: Banking and Financial Services

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We currently have a permanent, full time Customer Support Consultant opportunity for an enthusiastic and motivated individual to join our Customer Support and Recoveries Team. The role of Customer Support Consultant is to assist customers faced with financial difficulty or hardship and to assist in keeping bad debt loss expense to acceptable levels.

**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 12% 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 are the first bank in the world to 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**
- Manage and action collections allocation queues, including delinquent loan, overdrawn and over-limit accounts, ensuring a level of priority commensurate with risk
- Establish personal contact with customers to ensure suitable repayment arrangements are made to repay these outstanding debts
- Identify, assist and assess customers who are experiencing hardship
- Identify and assist customers experiencing vulnerability
- Report on accounts that are deemed high risk or potentially fraudulent
- Report on accounts that require on going follow-up, that are potential skips or that could be considered potential bad debts.

**What you will bring**
- Banking and finance knowledge
- Experience in collections with a supportive approach and keen intuition
- Experience negotiating debt repayment solutions to achieve a desired outcome
- Experience in default process management and a good understanding of the National Credit Code and Comprehensive Credit Reporting
- Ability to assess financial statements (lending experience is also desirable)
- Excellent communication skills (written, verbal and interpersonal) and a high degree of diplomacy when dealing with customers in difficult circumstances
- High level of professionalism and customer service focus
- Strong problem solving, critical thinking and decision making skills
- Excellent time management and multi-tasking skills
- Good competence with the Microsoft Suite (Excel / Outlook / Word)
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.