Team leader, collections (sa)

About the role

Permanent, Full-time & hybrid role, based out of our Adelaide Head Office. At People First Bank, we understand that financial hardship can happen to anyone. That's why our Customer Assist team is committed to helping customers navigate challenging circumstances with compassion, respect and practical solutions.

Responsibilities

As Team Leader, Collections, you'll lead a dedicated team committed to helping customers navigate challenging financial circumstances. Using your leadership experience and knowledge of collections, you'll empower your team to deliver compassionate solutions that support customers while balancing business objectives and regulatory requirements.

• Leading and developing a high-performing Customer Assist team.
• Providing real-time coaching, guidance, and subject matter expertise.
• Managing escalated customer complaints and complex customer situations.
• Ensuring negotiated payment arrangements are sustainable and tailored to customer circumstances.
• Identifying operational risks and implementing effective mitigation strategies.
• Managing workflow allocation to meet regulatory obligations and service level agreements.

About You

You are an experienced, people-focused leader with a strong background in collections, hardship, or customer assistance within financial services. You thrive in fast-paced environments, enjoy developing high-performing teams, and are passionate about delivering positive customer outcomes within heavily regulated frameworks.

To Succeed in This Role, You'll Bring

• Strong knowledge of relevant legislation, regulatory requirements and industry best practice, with the ability to apply these in an operational environment.
• Demonstrated success coaching, mentoring and developing team capability to achieve strong performance outcomes.
• Excellent communication, stakeholder management and decision-making skills.
• A customer-first mindset, strong problem-solving abilities, and a passion for driving operational excellence and continuous improvement.

Why You'll Love Working With Us

People First Bank – our new brand – says exactly what we're all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You'll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors' program.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A Bit About People First Bank

In March 2023, People's Choice and Heritage Bank merged to form Heritage and People's Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 customers and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states.

With a vision 'To deliver positive change through banking', People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We're big enough to make an impact; but agile enough to influence and do interesting work.

Equal Opportunity Equality

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.