Australia Financial Services Relationship Manager

1 week ago

Melbourne, Victoria, Australia Square Full time

Company Overview

Square is a global technology company with a focus on financial services, aiming to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Job Description

You'll work as an Australia Financial Services Relationship Manager, liaising with customers, external Debt Collections Agencies (DCA), and customer service teams to facilitate collections activity and reduce losses in accordance with our company guidelines and Australian & New Zealand Regulatory requirements.

Responsibilities:

  1. Maintain relationships and liaise with internal and external stakeholders such as third-party collection's vendors.
  2. Be accountable for completion of applicable outsourcing activities on all steps of the lifecycle of the outsourcing agreement and ensure that any regulatory requirements relating to outsourcing are met.
  3. Drive performance to ensure ongoing improvement and collection efficiency.
  4. Facilitate annual DCA Audits and identify, evaluate, monitor, and escalate third-party risks to the business as and when needed.
  5. Participate in Monthly, Quarterly Governance meetings and participate in DCA Call Calibrations sessions.
  6. Coordinate and manage changes to supplier and third-party management processes driven by policy, regulations, or improvement opportunities.
  7. Manage and monitor contracts inclusive of service level agreements (SLAs) of third-party collection's vendors.
  8. Complete Collections reporting requirements as per Global Collection Oversight Framework.
  9. Build and maintain relationships with key stakeholders by collaborating with cross-functional teams, including Credit risk, finance, Legal & Compliance, Security and Privacy, operations, and customer service, to set targets, streamline collections processes and enhance efficiency in line with overall business goals.
  10. Manage and record third-party collection's vendors incidents and report to internal stakeholders.

Required Skills and Qualifications:

  1. Proven experience in stakeholder engagement and relationship management, both internally and externally.
  2. A high level of emotional intelligence and the ability to remain calm under pressure.
  3. Experience in call auditing/call calibrations.
  4. Collections experience.
  5. Show expertise with financial investigations demonstrating risk-based judgment, problem-solving skills, and strong analytical ability.
  6. Must have strong interpersonal, influencing, and facilitation skills, with strong oral and written communication ability.
  7. Show ability to effectively work independently while also collaborating with team members as well as internal business units and industry peers.
  8. Exceptional client focus: ability to form relationships and establish trust, respect, competence, and confidence effectively and quickly.
  9. Working knowledge of ANZ Regulatory requirements; BNPL code, DCGs, ASIC, Privacy Act, CCFA etc.

Estimated Salary:$120,000 - $150,000 per annum

Location:Australia

Bonus and Incentives:The salary mentioned above is subject to change based on individual performance and company policies.

About Us:

Square is committed to building a workplace that is fair and square, where everyone has equal access to opportunity.

We believe in being fair and strive to create an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process.

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