Team Manager Hardship

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

**It starts here. With Bendigo Bankand you.**:
Join our growing leadership team in our Mortgage Help Centre and drive a culture of customer care. You’ll love the good you can do here: your hardship management and credit assurance experience will enable us to uplift the way we support our customers in financial difficulty.

As the **Team Manager Hardship **in our Mortgage Help Centre you’ll make an impact by:

- Leading the team to ensure we have exceptional customer service to ensure we providing tailored suitable solutions for our customers in Financial Difficulty
- Leading a team of Hardship Officers: Create a high-performance team and culture, drive a high level of attention to detail and ensure all risks or shortcomings are identified with a “No surprises” team philosophy. Provide regular feedback and manage performance.
- Workshopping high risk and escalated files and quality checking team output with a focus on quality and ensuring completion within Policy and SLAs.
- Sharing results of hindsight reviews, customer experience reviews and feedback reviews with team members and implementing required actions
- Upskilling and developing your team including the provision of individual feedback, coaching/training sessions and case study meetings.
- Supporting the implementation of change initiatives and process improvements, ensuring team ownership

This is a permanent full-time position. We offer flexible work options that put our people first, and a hybrid model of 60% based out of our Adelaide or Bendigo corporate office.

**What you’ll bring to the role**:
To succeed in this role, we’d love you to have:

- Experience in hardship management, credit assurance and/or Consumer lending, with the ability to review a customer’s financial position and provide suitable solutions.
- Experience leading, upskilling and empowering direct reports.
- Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts.
- A calm and supportive approach to both staff and customers with the ability to use discretion and an empathy and understanding of customers who are vulnerable and/or experience financial difficulty.
- Good time management skills with the ability to prioritise, and manage team workloads to meet SLAs, while being agile to pivot quickly when needed.

**So, why work for us?**:

- **Want big impact that matters? **Here, you’ll know your work directly benefits the customers and communities we all serve.
- **Want to be more than just a number? **Join a team that truly values you and the diverse contribution you make, every day.
- **Want career opportunity AND flexibility? **Achieve both here, where we know that balance and progression go hand in hand.

You’ll also get access to a great range of benefits, including:

- Flexibility means different things for different people. Whether it’s hybrid work, flexible hours, a compressed work week, job-sharing or something different, our flexible work options are designed to put people first
- Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members
- Opportunities to take your learning to the next level through our corporate university ‘BEN U’ or at an external provider of your choice

**We’re making better, bigger. And we’ll get there with you.**:
Now’s the time to set your sights even higher - on the future you and the future career you deserve.