Customer Support Consultant

Qudos Bank; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible working options

14% superannuation

Wellbeing program

Free counselling

Job summary

Bank Australia is seeking a Customer Support Consultant to proactively manage early-stage delinquent accounts and support customers in hardship, reducing arrears and losses while aligning with regulatory and organisational requirements.

Reporting to the Team Leader, Collections & Recoveries, you will engage customers with ethical recovery practices, monitor outcomes and collaborate with internal teams to optimise collections processes and customer outcomes.

Qualifications

• Experience in banking or mortgage collections and credit management.
• Experience handling hardship and vulnerable customers.
• Strong communication and negotiation skills.

Responsibilities

• Manage an allocated portfolio of early-stage delinquent accounts to reduce arrears.
• Engage customers with ethical, professional recovery practices.
• Ensure compliance with lending, hardship and regulatory requirements.
• Complete daily administration and case management tasks.
• Monitor outcomes including delinquency levels, recoveries and complaints.
• Collaborate with internal teams and external stakeholders.
• Escalate risks and report incidents as required.

Skills

Banking collections

Credit management

Negotiation

Communication

Empathy

Compliance awareness

Education

Cert III Mercantile Agent

Tools

Collections management software

Core banking system

Job description

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.

• We have big plans to become Australia’s leading purpose-driven bank.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank are essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and subsidised gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender or carer responsibility), fertility treatment, volunteer, bereavement, gender transition and family violence leave, and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

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-centr i smindset, 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.

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.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.