Customer Support Consultant

4 days ago

Brisbane, Australia ANZ Banking Group Full time

**Req ID**: 74838
**Department**: SB Specialist Customer Care
**Division**: Suncorp Bank
**Location**: Brisbane
About Us
About the Role
We are looking for someone with collections and retail recovery experience to join their Customer Support Team as a Customer Support Consultant.
**Role Location**: Brisbane, QLD
**Role Type**: 12 month contract, Full Time role
What will your day look like?
**As a Customer Support Consultant, you will**:
Assess and recommend the most appropriate course of action for the recovery of arrears and security given individual customer circumstances and refer to leader for approval of decisions
Determine the reason and causes for the delinquency of high-risk customers and accounts and take appropriate action to maximise the recovery of arrears
Prepare strategies detailing appropriate recovery options, including provisioning and write offs.
Issue statutory notices, liaise with insolvency administrators and instruct mercantile agents to conduct field calls
Ensure compliance with policy and procedures, statutory and legal requirements in all recovery matters
Maintain effective and congenial communications with the various internal and external stakeholders and respond to all enquiries and requests in a timely manner
Identify and make recommendations to the Leader, on processes and procedures or other issues and improvements
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Experience in collections and retail recoveries.
Excellent communication skills both verbal and written
Capability to handle customer complaints, aiming to achieve an effective first call resolution
A strong understanding of the legal and regulatory framework in which Retail Recoveries must operate and the constraints imposed by law
Banking and lending experience is desired, but not mandatory.
Tertiary qualifications are desired, but not mandatory.
Understanding of the recovery process, workout methods and procedures within the relevant systems (Ignite, Hogan, CRMoD, Defaults and Recoveries Database, ALLFI) is desired.
You're not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?
Suncorp Bank is a proud part of the ANZ Group and a place where you’ll be doing work that really matters. That’s because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.
Our team members’ wellbeing is a top priority and we know it’s the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.
Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.
Job Posting End Date
20/09/2024, 11.59pm, (Melbourne Australia)

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