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Collections Team Leader

2 weeks ago

Brisbane, Australia Bank of Queensland Full time

**About the Role**

This 12 month Collections Team Leader role will be responsible for managing a team of credit management officers and overseeing the productive and effective process of providing assistance and coming to a resolution for customers in arrears. This role supports BOQ Finance, servicing customers, products and internal stakeholders across Retail and Commercial business lines.

Your main responsibilities will be:

- Provide Leadership, coaching and development to front line staff
- Drive better performance and succession planning
- 1 on 1's - Identify actions
- Embed a performance culture, including workforce planning
- Ensure targets, SLA's and KPI's are met and continually reviewed
- Customer centric approach
- SLA and Queue management - Including impairment oversight
- Call Monitoring & Supervision
- Risk identification and management
- Drive employee Engagement

**About you**
- Previous experience in a Collections leadership role / Credit risk role (commercial experience highly regarded)
- Demonstrated experience coaching and developing employees to meet / exceed KPI's
- Basic understanding of relevant legislation including, but not limited to : Debt Collection Guidelines; The Privacy Act
- Basic understanding of mortgage litigation process
- Demonstrated ability to develop customer centric solutions
- Experience in resolving and properly fixing complex issues
- Passionate about customer excellence to achieve fair customer outcomes.
- Analytical thinking to consider multiple scenarios to ensure all available options have been considered
- Demonstrated ability to build and maintain productive relationships with customers, internal staff and external providers

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.
BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.
BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career.
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index.

**How to Apply**
The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference: BOQ01544