Customer Support Consultant (Late Stage Collections) - Suncorp Bank
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About Us (Suncorp Bank)
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 is looking for someone with excellent customer service skills, collections, and retail recovery experience to join their Customer Support Team. As a Customer Support Consultant (Late Stage Collections), you will manage non-performing retail asset portfolios by applying legal recovery processes and procedures to high-risk files. You will ensure effective arrears recovery and help bring accounts back to performing by recommending and applying appropriate collection strategies. Additionally, you will identify customers experiencing Financial Hardship and make appropriate referrals based on their circumstances and vulnerabilities.
Role Details:
* Location: 80 Ann Street, Brisbane, QLD 4000
* Type: Permanent, Full-Time
* Number of Opportunities: 2
Key Responsibilities
1. Determine reasons for delinquency through customer contact and take appropriate recovery actions.
2. Assess and recommend recovery strategies based on individual customer circumstances, seeking leader approval when necessary.
3. Prepare recovery strategies, including provisioning and write-offs.
4. Issue statutory notices, liaise with insolvency administrators, and instruct mercantile agents.
5. Ensure compliance with policies, procedures, and legal requirements.
6. Maintain effective communication with stakeholders and respond promptly to inquiries.
7. Identify process improvements and make recommendations to leadership.
Qualifications & Skills
* Experience in collections and retail recoveries.
* Excellent verbal and written communication skills.
* Ability to analyze data and make objective judgments.
* Customer complaint handling skills aiming for first-call resolution.
* Understanding of legal and regulatory frameworks related to retail recoveries.
* Banking and Lending experience is highly desirable.
* Tertiary qualifications are preferred but not mandatory.
* Knowledge of recovery processes and relevant systems (Ignite, Hogan, CRMoD, Defaults and Recoveries Database, ALLFI) is a plus.
We value a growth mindset—if you possess most of these skills, we encourage you to apply.
Why Join Us?
Suncorp Bank, part of the ANZ Group, is committed to supporting the financial wellbeing of over a million customers. We prioritize our team members' wellbeing by offering benefits and resources to promote work-life balance, including flexible and remote work options. Joining Suncorp Bank opens opportunities for growth across various divisions within the ANZ Group, which operates in nearly 30 markets worldwide.
We are dedicated to creating an inclusive workplace where people from all backgrounds, identities, and beliefs can thrive. We welcome applications from everyone and are happy to accommodate any adjustments needed during the recruitment process or role.
Learn more about working at Suncorp Bank and the ANZ Group at. Apply via ANZ Careers using reference number 84896.
Application Details
Job Posting End Date: 10/04/2025, 11:59 pm (Melbourne time)
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