Arrears Management Specialist

You have experience handling customers in financial difficulty
- We value your ongoing professional development
- Together we can drive sustainable business growth for our clients

**See yourself in our team**

In Group Credit Structuring (GCS), we **_care _**for our customers by listening, assessing any vulnerability concerns and taking their individual circumstances into account (including their mental and physical wellbeing). We have the **_courage _**to use our judgement and constructively challenge our stakeholders, as appropriate. We pride ourselves on our vast experiences by sharing insights and providing guidance on risk related matters to our business partners.

**Do work that matters**
- It's an exciting time to be joining our Asset Finance Group Credit Structuring Team and in this role you’ll be working with CBA customers to support and
- understand their financial difficulties and working to develop balanced
- outcomes for our stakeholders. Other aspects of the role will include credit
- monitoring and overview, implementation of policy, operational risk, training and guidance within Risk teams and Business bankers.
- Our outcomes are focused on rehabilitation and returning management of customers to the front line. Where this is not possible, we work with customers in a respectful and collaborative manner that meets community and shareholder expectations.

**More specifically, you will**:

- Manage a portfolio of commercial customers who are experiencing financial difficulty;
- Work within your Personal Credit Approval Authority to develop and implement customer and asset management strategies, with the purpose of:

- Regular and effective contact with customers to discuss payment arrears, credit-improvement strategies and options and financial difficulty assistance;
- Effective and timely management of complaints;
- Effective and appropriate engagement with third-party service providers for broader collection activities including repossession, sale of assets and legal action (where appropriate).
- Comply with all prudential, regulatory and legislative obligations relevant to your role as set out in Group Policy and Standard Operating Procedures Maintain customer and management data in the Bank’s Information Systems (relevant to your role) accurately and in a timely manner.
- Build and maintain relationships with all key stakeholders relevant to the effective management of your GCS customer portfolio, including internal relationships and service providers.
- Complete all annual Group compliance training and maintain awareness of obligations under the Compliance Framework.
- Identify customer dissatisfaction, where a complaint must be recorded and investigated within the customer and the banks standards.
- Identify and suggest ideas for where the Bank can improve its processes to provide a better customer outcome.

**We’re interested in hearing from people who have**
- Experience in managing customer relationships with a preference for having assisted customers in financial difficulty.
- Experience in **Asset Finance loan processing and/or collections**.
- Experience in complaint handling.
- Ability to demonstrate care by having **_compassionate, empathetic and supportive _**conversations with customers, whilst also having the courage to be **_firm, fair and pragmatic _**.
- Demonstrated experience in risk/credit, including exercising our delegation and using judgement in a financial institution.
- Ability to think outside the box, be **_consistent and decisive whilst adapting _**quickly to new situations.
- Ability to provide sound, consistent risk management decisions.
- Strong attention to detail.
- Advanced financial analysis, written and verbal communication skills.
- Positive team-based attitude which will add value to the team’s productivity and culture.

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Advertising End Date: 30/01/2025