Quality Assurance Officer: Collections and Hardship

2 days ago

Greater Adelaide SA, Australia Bendigo & Adelaide Bank Full time

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.****:
Come and be part of a newly created team that will ensure the bank’s compliance with regulatory requirements. You’ll be passionate about customer care as you work across the breadth of our Collections, Hardship, Legal and Complaints teams files to uplift the way we support our customers in financial difficulty.

Known internally as a **Hindsight Review Officer** in our Mortgage Help team you’ll make an impact by:

- Undertaking Hindsight Reviews (QA) of staff interactions with our customers to evaluate whether they have complied with internal and external compliance requirements with regards to supporting customers in financial difficulty with their mortgage, credit card or personal loan.
- Ensuring timely reporting and escalation of poor hindsight review outcomes and procedural failings.
- Providing advice and guidance to the Leadership Team with the view to enhancing existing processes

This is a permanent full-time position. We offer flexible work options that put our people first, and a hybrid model of 60% of your time 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 performing Quality Assurance activities within financial services or other regulated industry, ideally in collections, hardship management or credit assurance.
- Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts.
- Highly accurate approach with good time management skills with the ability to prioritise, meet deadlines, work within SLAs while balancing quality and quantity.
- Ability to be autonomous, self-motivated, proactive, positive and maintain composure under pressure.
- Ability to form assessments independent from influence by interested stakeholders.
- Demonstrated interpersonal and communication skills including experience writing reports

**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

Still in two minds?

**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.

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