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 is responsible for proactively managing early‐stage delinquent accounts by identifying, assessing and supporting customers experiencing financial difficulty. The role aims to minimise delinquency and bad‐debt exposure through timely, customer‐focused interventions that align with regulatory and organisational requirements. Working under the guidance of the Team Leader, Collections & Recoveries, the Consultant manages accounts in default, identifies high‐risk or potentially fraudulent activity, supports customers in hardship or vulnerability, and ensures appropriate escalation, reporting and ongoing follow‐up to achieve positive customer and risk outcomes.
What you will be doing
* Manage an allocated portfolio of early‐stage delinquent accounts, identifying hardship and supporting customers with appropriate assistance to reduce arrears and losses.
* Engage customers using ethical, professional and customer‐focused recovery practices.
* Ensure compliance with lending, collections, hardship and regulatory requirements, identifying and reporting risks or incidents as required.
* Complete daily administration and case management tasks in line with departmental rosters and service expectations.
* Monitor outcomes including delinquency levels, recoveries, complaints and compliance metrics.
* Identify opportunities to improve collections processes, efficiency and customer outcomes.
* Work collaboratively with internal teams across the Customer Division, Risk, Finance, Technology and Complaints.
* Liaise with external stakeholders such as solicitors, mercantile agents, credit bureaus and government agencies as required.
* Perform additional duties as directed by the Team Leader, Collections & Recoveries.
What you will bring
* Experience in banking or mortgage collections, including credit and debt recoveries.
* Industry‐related certifications (e.g. Cert III Mercantile Agent or similar) are desirable.
* An inquisitive, proactive approach, with the confidence to ask questions, seek clarity and understand each customer's circumstances.
* Tenacity and resilience, able to manage challenging cases and pressure while remaining focused on fair outcomes.
* Strong customer‐centric mindset, balancing assertive recovery with empathy, respect and fairness for customers experiencing hardship or vulnerability.
* Excellent communication, negotiation and conflict‐resolution skills, both written and verbal.
* Proven experience in early‐stage collections, recoveries, credit management and financial hardship support.
* Strong attention to detail, with experience monitoring performance, tracking outcomes and maintaining accurate records.
* Good understanding of relevant legislation, banking codes, Debt Collection Guidelines and compliance obligations.
* Proficiency with collections management systems and core banking software.
* Ability to work collaboratively with internal teams and engage professionally with external stakeholders.
* Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.
Benefits
* Competitive salary and 14% superannuation.
* Flexible working options.
* 24/7 free counselling, free flu vaccinations and subsidised gym memberships.
* Study assistance, paid parental leave (regardless of gender or carer responsibility), fertility treatment, volunteer leave, bereavement, gender transition and family violence leave, and the opportunity for bonus annual leave.
* Learning and development support and an organisational culture that rewards innovation and values, not long hours.
By submitting an application you agree to Bank Australia's Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier‐free recruitment process and supportive workplace.
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