Customer-Centric Collections & Recoveries Consultant

Bank Australia Limited; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working options

Competitive salary with 14% super

Wellbeing benefits and counselling

Job summary

Bank Australia is seeking a Customer Support Consultant to proactively manage early-stage delinquent accounts, assess hardship, and support customers with appropriate assistance to minimise arrears and losses. You will work under guidance to ensure compliant recovery practices and effective escalation and follow-up.

The role emphasizes ethical engagement, resilience in challenging cases, and collaboration across divisions to improve customer outcomes while upholding regulatory obligations.

Qualifications

• Experience in banking collections and managing recoveries.
• Knowledge of credit management and debt recovery processes.
• Strong communication and negotiation with customers in hardship or vulnerability.

Responsibilities

• Manage an allocated portfolio of early-stage delinquent accounts and support customers to reduce arrears.
• Engage customers with ethical, professional collections practices.
• Ensure compliance with lending, hardship, and regulatory requirements and report risks.
• Perform daily administration and case management tasks.
• Monitor outcomes such as delinquencies, recoveries, and complaints.
• Collaborate with internal teams and external stakeholders as required.

Skills

Banking collections experience

Credit management

Negotiation & conflict resolution

Communication excellence

Education

Cert III Mercantile Agent or similar

Tools

Collections management systems

Core banking software

Job description

Bank Australia is seeking a Customer Support Consultant to proactively manage early-stage delinquent accounts, assess hardship, and support customers with appropriate assistance to minimise arrears and losses. You will work under guidance to ensure compliant recovery practices and effective escalation and follow-up.

The role emphasizes ethical engagement, resilience in challenging cases, and collaboration across divisions to improve customer outcomes while upholding regulatory obligations.