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Customer Support Consultant
2 weeks ago
Posted: 12/08/2025
Closing Date: 09/09/2025
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 Customer Support Consultant - Collections & Recoveries is responsible for managing early-stage delinquent accounts by identifying and supporting customers experiencing financial difficulty. The role aims to minimise delinquency and potential bad debt by assessing risk, providing tailored assistance, and escalating high-risk, hardship, or potentially fraudulent cases, while upholding the bank's values and commitment to responsible banking.
**Why join us**
- We have big plans to become Australia's leading purpose-driven bank.
- As a certified B Corp, we're part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
- 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**
- Manage and monitor early-stage delinquent accounts, identifying customers in hardship and offering appropriate support to reduce delinquency and losses.
- Engage with customers professionally and ethically, balancing recovery efforts with empathy and fairness.
- Ensure compliance with relevant financial regulations, policies, and industry standards related to collections, recoveries, and hardship.
- Complete allocated administrative tasks within the departmental work roster accurately and on time.
- Identify and contribute to process improvements, leveraging technology and best practices to enhance efficiency.
- Support the broader team by performing additional duties as directed by the Team Leader - Collections & Recoveries.
**What you will bring**
- Experience in banking or mortgage collections, with knowledge of credit, debt recovery, and financial hardship support.
- Strong understanding of debt collection guidelines, compliance obligations, and relevant legislation.
- Excellent communication, negotiation, and conflict resolution skills, with a customer-focused and empathetic approach.
- Resilience, curiosity, and a proactive mindset when managing complex or high-risk cases.
- High attention to detail with experience in reporting, performance tracking, and using collections systems.
- Ability to manage competing priorities, meet KPIs, and contribute to continuous improvement.
- Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.
