Customer Support 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

Job Category: Banking and Financial Services

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-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.
• Good understanding of relevant legislation, banking codes, Debt Collection Guidelines and compliance obligations.
• Proficiency with collections management systems and core banking software.
• Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.

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. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.