Collections and Credit Assurance Leader
1 week ago
We're Bendigo and Adelaide Bank, a bank that's never been 'just a bank'. We believe that banking can be better, and bigger, and we're making it happen. As part of our Mortgage Help Centre team, you'll have the opportunity to lead a newly created small team focused on ensuring the bank's compliance with regulatory requirements.
This is a permanent full-time position with flexible work options that put our people first. You'll be working out of our Adelaide or Bendigo corporate office, enjoying a hybrid model of minimum three days per week.
About the Role- You will lead a team of 2 Hindsight Review Officers, fostering a high-performance culture and driving attention to detail. Your philosophy will be 'No surprises', with regular feedback and performance management.
- As 'on-the-tools' hindsight reviewer, you'll conduct predominantly larger, holistic customer reviews, ensuring our customers receive top-notch service and support.
- Providing oversight of the team's Hindsight Reviews, focusing on quality and timely completion within policy and SLAs.
- Elevating procedural failings where required and communicating review outcomes to relevant stakeholders.
- Supporting change initiatives and process improvements, promoting team ownership.
In this role, you'll be responsible for:
Salary: Estimated $120,000 - $150,000 per annum, depending on experience.
Your Key Responsibilities- Leading a team of Hindsight Review Officers to ensure excellent performance and quality standards.
- Conducting thorough hindsight reviews, assessing customer experiences, and identifying areas for improvement.
- Oversight of the team's Hindsight Reviews, focusing on quality and timeliness.
- Escalating procedural issues and communicating outcomes to relevant parties.
- Driving change initiatives and process improvements within the team.
- A strong background in hardship/collections management, credit assurance, and/or consumer lending.
- Leadership experience, including coaching and motivating team members.
- Operational knowledge of regulatory environments, legal processes, and obligations related to financial difficulties and debt collection.
- The ability to foster a high-performance culture and provide constructive feedback.
- Attention to detail, with the capacity to balance quality and quantity.
- Effective time management skills, prioritizing tasks and meeting deadlines.
At Bendigo and Adelaide Bank, we value diversity and inclusivity. We encourage applications from individuals who bring diverse perspectives and ideas to our business. Our commitment to equity and inclusion extends to supporting candidates with disabilities and providing accommodations throughout the selection process.
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