Chief Member Support & Care Leader

Bey

Australia

On-site

AUD 180,000 - 280,000

Full time

11 days ago

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Benefits offered by this job

3 extra work-life balance days

Volunteer days for the community

Employee discounts

Flexible working environment

Career development opportunities

Job summary

Beyond Bank is seeking a Head of Member Support to lead the collections, hardship, recoveries and deceased estates functions with empathy and strong governance. The role requires strategic direction, performance delivery and regulatory compliance across a large member portfolio.

You will build a high-performing team, partner with Lending, Risk, Legal and Operations, and drive continuous improvement to better support members in financial difficulty while maintaining portfolio health.

Qualifications

Significant leadership experience in collections, hardship, recoveries, credit or lending within a regulated financial services environment.
Experience with deceased estates and regulatory service standards.
Strong knowledge of NCCP, ASIC guidance and Banking Code of Practice.

Responsibilities

Lead Beyond Bank's collections, hardship and recoveries functions to deliver strong portfolio performance and positive member outcomes.
Champion member care and vulnerability management with empathetic, fair customer outcomes.
Drive governance, risk management and regulatory compliance across all member support functions.
Deliver operational excellence through workflow management, automation and continuous improvement.
Lead and develop a high-performing team and partner with Lending, Risk, Legal and Operations.