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Manager of Financial Support Services

2 months ago


Mascot, Australia Randstad Full time

Position Overview: Financial Assistance Manager

Essential Qualifications:

  • Experience in Financial Hardship and Management of Financial Assistance.
  • Proven ability to mentor and develop a team of 7, including an assistant manager, supervisor, specialists in financial hardship, and administrators for deceased estates.
  • In-depth knowledge of current ASIC Debt Collection Guidelines, NCCP, Privacy Act, APRA APS 220, and COBCOP, along with familiarity 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, dedicated to being the most valued financial services provider for its customers. This organization prioritizes customer and community benefits over shareholder profits, ensuring that all operations are centered around customer needs.

Role Responsibilities:

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

Your Key Duties Will Include:

  • Formulating best practice policies and procedures for collection activities and hardship management.
  • Balancing KPIs related to losses and arrears with the needs of members experiencing financial distress.
  • Managing the deceased estate function, ensuring that beneficiaries and client needs are met according to relevant legislation and office standards.

Additional Responsibilities:

  • Leading and supervising 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 each case effectively, including negotiating repayment arrangements.
  • Developing processes, metrics, and strategies for the collections function.
  • Delivering comprehensive case management services.
  • Ensuring compliance with all regulatory requirements set by ASIC, NCC, and the Privacy Act.
  • Overseeing all reporting related to the collections function to management and regulatory authorities.
  • Promoting a risk-aware culture by understanding risks and implementing internal controls.

Qualifications 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, with a focus on communication, leadership, and performance management.
  • Ability to collaborate closely with compliance and lending teams.
  • A hands-on, transparent leader capable of providing comprehensive case management services.
  • Customer-focused with a commitment to meeting the expectations of both internal and external clients.
  • Excellent interpersonal skills, with the ability to empathize and build rapport.
  • A results-driven approach, taking accountability and motivating your team towards achieving goals.

Benefits:

  • Core working hours are Monday to Friday.
  • Comprehensive training and ongoing support for personal development.
  • Work within a company that values collaboration and fosters an inspiring work environment in the banking sector.

Next Steps:

If you find this opportunity aligns with your career aspirations, we encourage you to submit your application.

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