Team Leader

Posted: 24/06/2025

Closing Date: 08/07/2025

Job Type: Permanent - Full Time

Location: Mascot

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

The Team Leader CS&R supports the Manager in overseeing collections, credit risk, operations, and support for vulnerable customers. Key responsibilities include monitoring credit accounts, maintaining portfolio integrity, managing delinquency and hardship cases, and minimising bad debt. The role leads the Customer Support & Recoveries team, driving performance, coaching staff, and ensuring quality service—particularly for customers experiencing vulnerability, financial hardship, or repayment difficulties—while aligning with Bank Australia’s policies and values.

**Why join us**
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Lead and support the CS&R team, overseeing daily operations, monitoring workflow, identifying training needs, and motivating staff through change to deliver high-quality, customer-focused service.
- Manage collections and credit risk, including oversight of delinquent accounts, hardship cases, bankruptcies, and credit portfolio performance, ensuring compliance with policy and legislation.
- Coordinate stakeholder engagement, liaising with internal teams, legal partners, and external service providers to support debt recovery, contract variations, and service delivery standards.
- Oversee customer communications, ensuring scripts, templates, and processes are accurate, timely, and aligned with customer needs—especially for vulnerable customers and complaints resolution.
- Support reporting and governance, maintaining dashboards and registers, contributing to executive reports, and ensuring accurate credit reporting and quality assurance oversight.
- Exercise delegated authority, including approvals for hardship, legal enforcement, and debt write-offs, while performing other duties as directed by senior leadership.

**What you will bring**
- Strong legal and regulatory knowledge, including civil debt recovery procedures, the National Credit Code, ABA and COBA Codes, and the Privacy Act as they relate to CS&R activities.
- Excellent communication and interpersonal skills, with the ability to negotiate, resolve problems, and show empathy in customer interactions.
- Proven leadership and teamwork capabilities, with experience leading teams, allocating workloads, and working collaboratively in high-pressure environments.
- Sound operational and credit knowledge, including Bank Australia’s CS&R policies, lending procedures, credit risk practices, and core banking systems.
- Analytical and reporting strengths, with the ability to interpret financial statements, produce high-quality reports, and manage compliance and risk processes.
- Relevant qualifications or equivalent experience, ideally in finance, banking, legal, risk, or compliance, with a commitment to continuous learning and professional development.
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.