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Manager of Financial Support Services

2 months ago

Mascot, Australia Randstad Full time

Financial Assistance Manager

Essential Qualifications:

  • Experience in Financial Hardship and Financial Assistance Management.
  • Proven ability to mentor and lead a diverse team of 7, including an assistant manager, supervisor, financial hardship specialists, and deceased estate administrators.
  • In-depth knowledge of current ASIC Debt Collections Guidelines, NCCP, Privacy Act, APRA APS 220, and COBCOP, along with IDR and EDR processes.
  • Must be an Australian Citizen or Permanent Resident.

About the Company:

Become part of a distinguished customer-owned banking institution in Australia, committed to delivering exceptional financial services that prioritize customer value. This organization is driven by core values, aiming to benefit its customers and the community rather than focusing solely on shareholder profits. Every initiative is designed with the customer at the forefront.

Role Overview:

As the Financial Assistance Manager, you will oversee the Financial Assistance and Asset Risk Management Department, handling all administrative tasks related to delinquent loans, lines of credit, overdrawn savings, overdrafts, and credit cards.

Your Responsibilities Include:

  • Formulating best practice policies and procedures for collection activities and hardship management.
  • Balancing KPIs related to losses and arrears while addressing the needs of members experiencing financial difficulties.
  • Managing the deceased estate function to ensure beneficiaries' and clients' needs are met in accordance with relevant legislation and standards.

Key Duties:

  • Leading and managing the Financial Assistance and Asset Risk Management team.
  • Providing ongoing mentoring, training, and performance management to your team.
  • Identifying opportunities for hardship assistance and managing cases effectively.
  • Developing processes, metrics, and strategies for the collections function.
  • Delivering comprehensive case management services.
  • Ensuring compliance with regulatory requirements from ASIC, NCC, and the Privacy Act.
  • Reporting on collections activities to management and regulatory authorities.
  • Promoting a risk-aware culture by understanding and mitigating potential risks.

Required Skills and Experience:

  • A minimum of 5 years in a relevant role within the financial services sector, with up-to-date knowledge of collections legislation and lending experience preferred.
  • Strong understanding of Debt Collection Guidelines, National Credit Code, and Privacy Act.
  • At least 3 years of supervisory experience managing a team of 5 or more.
  • Ability to collaborate closely with compliance and lending teams.
  • A hands-on, transparent leadership style with a focus on comprehensive case management.
  • Customer-centric approach, dedicated to meeting the needs of both internal and external clients.
  • Excellent interpersonal skills, demonstrating empathy and rapport-building abilities.
  • A results-driven mindset, taking accountability for team performance.

Benefits:

  • Core working hours are Monday to Friday.
  • Comprehensive training and ongoing support for professional development.
  • Be part of a values-driven organization with collaborative teams and an inspiring work environment.

Your Next Steps:

If this opportunity aligns with your career aspirations, we encourage you to express your interest.

At Randstad, we are committed to promoting equal employment opportunities and embracing diversity for the benefit of all. We welcome applications from individuals of all backgrounds.