Collections Officer

At Great Southern Bank, the Collections & Recoveries team manages the end-to-end collections strategy for the arrears portfolio for all consumer products. You are the first point of contact for in and outbound calls for customers with overdrawn or overdue accounts.

You will work to negotiate solutions and arrangements to assist our customers to help bring their accounts up to date. You progress the accounts through the collections lifecycle and make recommendations for recovery action if indicated. In addition, you take appropriate steps to ensure all processes and actions are compliant with the relevant legislation and guidelines.

The Recoveries Team at Great Southern Bank is a high performing team with a key focus on customers. They have a genuine focus on ensuring positive outcomes for our customers.

**Role responsibilities**:

- Regularly contact and negotiate solutions with customers with diplomacy and compassion.
- Monitor, review and action accounts assigned to you.
- Identify hardship triggers and refer customers for a discussion with the Financial Assistance Team.
- Review accounts and make recommendations for recovery action as appropriate.
- Adhere to relevant processes to ensure compliance with legislation and policy.
- Investigate and action enquiries around Comprehensive Credit Reporting.
- Capture all expressions of dissatisfaction and drive first call resolution.

**A little bit about you**
- Passionate about delivering a high level of service to achieve the best possible outcome for our customers.
- Previous experience in collections for a bank or other consumer lender, managing accounts with arrears 90+ days is advantageous.
- Sound knowledge of retail financial services, including knowledge of relevant principles & legislation (Privacy Act, NCCP, Bankruptcy Act, Debt Collection Guidelines).
- Ability to work within the boundaries of compliance and recommend commercially practical solutions.
- Ability to manage customer dissatisfaction and provide actionable solutions to problems.

**A little bit about us**
For over 75 years, we've been putting our customers first, and today we look after the financial needs of more than 380,000 Australians. We have recently changed our name from CUA to Great Southern Bank but we remain customer-owned and firmly focused on helping all Australians own their own homes.

We're ambitious and as we continue to grow, we are investing significantly in technology, products, and people. We have a culture that's fun, approachable and supportive - allowing our team members to be their best every day, whether that's at work or at home.

We're hugely excited about the journey ahead and are looking for talented and enthusiastic people who want to be part of a winning team. If you are motivated, energetic and dedicated to helping our customers achieve the great Australian dream, we want to hear from you.

**What's in it for you?**
We believe that investing in our people is central to upholding our great culture. To help us achieve this, beyond our incentive program and extensive range of training and development programs, we have a variety of employee benefits that you can access from discounted financial and insurance product; to health, wellness and lifestyle benefits including unique leave options. Read more about these exciting employee benefits on our careers site
- At Great Southern Bank, we're committed to building a strong, inclusive, and diverse workplace, where people feel a sense of belonging, are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, fair and equitably decision making that empowers our people to be at their best every day._