Recoveries Officer

About the role: Full-time, permanent, hybrid role- based out of our Brisbane or Toowoomba Head Offices.

At People First Bank, we put our customers—and our people—at the heart of everything we do. We're proud to help Australians achieve financial wellbeing through empathy, integrity and practical support.

Our Assurance & Recoveries team plays a key role in supporting customers through financial hardship, identifying risk, and minimising losses through effective recoveries strategies—all while delivering exceptional customer service.

We're looking for an experienced Recoveries Officerto join our dynamic Customer Assist team. In this role, you'll manage the end-to-end recoveries process across secured and unsecured lending portfolios—helping to minimise losses while maintaining a people-first approach in every interaction.

You'll also collaborate closely with internal teams, external partners and customers to deliver fair, compliant, and effective recovery outcomes.

Your responsibilities will include:

• Supporting customers experiencing financial hardship with empathy and integrity- and helping to set our customers up for success
• Managing escalated matters including notice of default, possession and settlement of possession
• Managing enforcement action honestly and efficiently, including court proceedings and enforcement notices
• Overseeing asset realisation of real estate and motor vehicle securities to minimise losses
• Identifying and escalating potential risks
• Ensuring compliance with all legislative, policy and risk requirements
• Contributing to continuous improvement initiatives within the Customer Assist team
• Representing People First bank at hearings as required, and liasing with solicitors, agents and insurers

About you:

You're an empathetic, customer-focused professional who understands that every financial situation is unique. With proven experience in recoveries, collections, or credit operations, you know how to balance commercial outcomes with care and respect.

You will bring:

• A strong demonstrated understanding and practical experience in identifying and actioning of hardship and / or vulnerability triggers and scenarios
• A strong understanding of secured recovery and collection techniques that minimise delinquency and bad debt
• Practical knowledge of relevant legislation, industry codes, and compliance obligations- as well as the ability to apply this knowledge in day-to-day operations
• Excellent communication skills- both written and verbal- and the confidence to represent People First bank at court hearings, or with external stakeholders
• Proficiency in CRM systems and the Microsoft Office suite (particularly Excel and Word).
• Sound judgement, resilience and an eye for continuous improvement
• A genuine passion for delivering positive customer outcomes, with empathy and fairness at the forefront of every interaction

Why you'll love working with us:

People First Bank – our new brand – says exactly what we're all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You'll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Supportive and engaging team culture
• Comprehensive training upon commencement in the role
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors' program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:

In March 2023, People's Choice and Heritage Bank merged to form Heritage and People's Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, Australian-based contract centres, and branches across five states.

With a vision 'To deliver positive change through banking', People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We're big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply Online' now and submit your application, including a cover letter and current resume by EOD Monday 10th November 2025.

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.