Empowering Customers Through Financial Excellence

**Job Title:** Financial Assistance Manager

We're a purpose-led organisation dedicated to bringing people closer to financial wellness. Every person who joins our team plays a vital part in our success. We empower our employees to own their roles, development, and work environment by practising what we preach (hello, wellbeing reimbursement, coaching via Uprise, and unlimited Udemy learning).

We value psychological wellbeing and safety, fostering a high-performing culture that enables continuous learning and growth. This ethos has earned us recognition on multiple 'Best Places to Work' lists.

This role will lead our Financial Assistance team, who are a core part of the wider Customer Success team. The team is accountable for managing the operational arrears management process for our lending business, including supporting and assisting customers experiencing financial difficulties.

You'll be responsible for leading, motivating, and coaching a team of high-performing Financial Assistance Officers. You'll actively work with customers to identify and implement measures to increase contact rates, cure arrears, improve roll rates, and support them through challenging times.

• Coach, mentor, support, and train new staff, as well as identify and implement upskilling activities for existing staff to ensure alignment with market trends.
• Allocate and manage workflow for the team.
• Manage contact rates to targets to achieve high promise-to-pay rates, payment arrangements, and kept rates, which improve cure rates and reduce roll rates for the arrears population.
• Liaise closely and manage relationships with third-party vendors and mercantile agencies.
• Manage late-stage operational processes, including operational write-offs, recoveries, asset realisation for secured loans, default listing, legal enforcement, and settlements.
• Ensure collections activities are performed in line with NCCP, Privacy Act, debt collections guidelines, credit reporting framework, and internal policies and guidelines.
• Support the team with dispute resolution as required, including the management and preparation of responses to IDR and EDR complaints.
• Support the Customer Success team with identifying and implementing process improvements and capability uplift aligned with strategic goals.

Required Skills & Qualifications

With a strong background in collections or financial assistance, you'll love empowering your team to achieve their goals. You have an analytical and strategic mindset, with a demonstrated track record in identifying and implementing process improvements to ensure efficiency.

• Strong leadership experience with strong coaching and mentoring skills to drive performance.
• Prior experience working within collections or financial assistance, ideally with personal lending.
• Excellent verbal and written communication skills.
• Strong dispute handling, resolution, and negotiation skills.
• Strong knowledge of relevant legislation, such as the National Consumer Credit Protection Act, Australian Privacy Principles, Debt Collections guidelines, and the Credit Reporting framework.
• Ability to work in a fast-paced, high-pressure environment, driving results while balancing customer needs.

Perks & Benefits

We offer:

• Flexible and hybrid working.
• $500 per year to spend on wellbeing.
• Generous paid parental leave to support your transition to parenthood.
• Unlimited Udemy access to learn new skills.
• Employee share incentive programmes.
• Casual dress code – wear what you're comfortable in.
• Table tennis and regular tournaments.
• Arcade machine & massage pod.
• Regular social events and awesome team offsites.