Customer Support Consultant, Late-Stage Collections Case Manager

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Job Title: Customer Support Consultant, Late-Stage Collections Case Manager - Suncorp Bank
Department: SB Specialist Customer Care
Division: Suncorp Bank
Location: Brisbane
About Us
At Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging.
As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.
About the Role
Suncorp Bank are looking for someone with collections and retail recovery experience to join their Customer Support Team to case manage customers who are in the late-stage collections space.
As a Customer Support Consultant, you will manage non-performing retail asset portfolios by applying legal recovery processes and procedures to high-risk customers and accounts.
You will additionally ensure effective arrears recovery and aid in getting accounts back to performing by recommending and applying appropriate collection strategies.
You will also be responsible for identifying customers experiencing Financial Hardship and make appropriate referrals based on the customers circumstances and vulnerabilities.
What will your day look like?
As the 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
Ability to critically assess data, subjective material and other inputs to make objective judgements
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.
At ANZ a growth mindset is at the heart of our culture, 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.
Suncorp Bank is committed to creating a workplace where people from all backgrounds, identities and beliefs can thrive in an environment of inclusivity and mutual respect.
We welcome applications from everyone and invite you to talk to us about any adjustments you may require to our recruitment process or the role itself.
If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.
To find out more about working at Suncorp Bank and the ANZ Group, visit careers .
You can apply for this role by visiting ANZ Careers and searching for reference number 101909.
Job Posting End Date
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