Capability Lead/performance Coach: Collections and

1 week ago

Greater Adelaide SA, Australia Bendigo and Adelaide Bank Full time

Capability Lead/Performance Coach: Collections and 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 Bank... and you.**

Come and be part of our Mortgage Help team who actively engage with our customers experiencing financial difficulty, working together to provide considered and tailored outcomes to empower our customers to regain financial stability and foster long-term financial well-being. Embody, foster and drive a culture of customer care. You'll love the good you can do here. Your training, coaching and education experience will uplift the way we support our customers in financial difficulty.

As a **Capability Lead **in our Mortgage Help team you'll make an impact by:

- Driving capability and an uplift in performance of the Mortgage Help team with a strong focus on our collections and hardships obligations and embedding an exceptional customer focus.
- Training, educating and coaching staff through structured and ad hoc coaching and the development and delivery of training programs, using a variety of formats across a range of focus areas.
- Proactively identifying staff development needs and continuous improvement opportunities in line with our business strategy to provide quality and specialised customer service.

Position description: Capability Lead Position Description.docx

**What you'll bring to the role**

To succeed in this role, we'd love you to have:

- Demonstrated experience developing and delivering coaching and training in a professional environment, ideally with a Certificate IV in Training and Assessment or other training/coaching qualification.
- A passion for fostering a learning culture and driving an exceptional customer experience, with experience onboarding and developing new and existing staff members.
- Experience working in collections, hardship and credit risk roles highly desired.
- Proven written and verbal communication skills, including creation and delivery of presentations.
- Highly developed time management and organizational skills, including ability to prioritise work and meet deadlines.
- Excellent interpersonal and relationship management skills, adept at engaging and influencing others.

**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.

Job ID 6jrztLWqukR4

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