Team Leader Customer Support

Posted: 29/01/2025

Closing Date: 08/02/2025

Job Type: Permanent - Full Time

Location: Moe

Job Category: Banking and Financial Services

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world. We're growing fast as more people choose to align their banking with their values. We're a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

The role of Team Leader CS&R is to support the Manager CS&R on matters relating to collections, credit risk, operations and vulnerable customers. This includes credit account monitoring, credit portfolio integrity maintenance, minimising delinquent customer facilities, keeping bad debt to acceptable levels, hardship assessment and assisting vulnerable customers. This role will provide leadership to the Customer Support & Recoveries team, with a responsibility for achieving agreed performance targets, identifying training requirements, providing coaching, and motivating staff through change effectively, efficiently, and in accordance with Bank Australia's policies to provide quality customer service, particularly in assisting customers who are faced with vulnerability, financial difficulty, hardship and repayment default.

We currently have a permanent, full time opportunity for a Team Leader Customer Support & Recoveries role to join our Customer Support & Recoveries (CS&R) department located in Bendigo or Moe.

**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**
- Provide leadership to Customer Support & Recoveries Consultants in their day to day work duties, monitor workflow, identifying training requirements, recommend training needs, and motivating staff through change effectively.
- Management and oversight of the collections queues, ensuring a level of priority commensurate with risk.
- Reporting on the status and performance of the credit / loans portfolio, particularly in relation to arrears and defaults.
- Assisting in the maintenance of dashboards representing the risk profile of the credit / loans portfolio.
- Coordinate and facilitate team meetings as required,
- Assist CS&R Consultants in the thought process of dealing with vulnerable customers, recovery and hardship assistance and addressing customer complaints.
- Address feedback received from the Compliance & Training team on CS&R Quality Assurance

**Customer Support & Recoveries**
- Allocate and review delinquent loans and continuing credit accounts, overdrawn and over limit accounts between staff to ensure timely and appropriate action in order to minimise Bank Australia's delinquency levels.
- Ensure that collection procedures are carried out in a responsible, customer-focussed, timely and effective manner, and that there is compliance with policy and appropriate credit and privacy legislation.
- Oversee the actioning and recording of bankrupt accounts, Consumer Credit Insurance, Loan Protection Insurance, Expired Loans, Loans in Advance
- Oversee the process in reviewing of continuing credit facilities.
- Liaise with Lending Operations and Credit Teams where required on contract variations or proposals for restructure of debt that arise from negotiations on delinquent credit facilities, or facilities experiencing hardship.

**Collections Action**
- In accordance with CS&R Policy, National Credit Code, ABA Code and Customer Owned Banking Code of Practice negotiate and/or approve Financial Hardship Assistance for the mutual benefit of borrowers and Bank Australia
- Approve within delegation or recommend to t