Customer Support Consultant

Bank Australia; Williamstown; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working options

14% superannuation

Wellbeing benefits

Job summary

Bank Australia is seeking a Customer Support Consultant to proactively manage early-stage delinquent accounts and support customers in financial difficulty. You will work under the Team Leader, Collections & Recoveries to minimise arrears and losses while ensuring compliant, ethical recovery activities.

The role requires experience in banking or mortgage collections, strong communication and negotiation skills, and a proactive, customer-centric approach.

Qualifications

• Experience in banking or mortgage collections.
• Industry certifications (e.g. Cert III Mercantile Agent) desirable.
• Proactive, inquisitive approach with ability to assess customer circumstances.
• Tenacity and resilience handling challenging cases under pressure.
• Strong customer-centric mindset balancing recovery with fairness and empathy.
• Excellent communication, negotiation and conflict-resolution skills.

Responsibilities

• Manage an allocated portfolio of early-stage delinquent accounts to reduce arrears and losses.
• Engage customers with ethical, professional recovery practices.
• Ensure compliance with lending, collections, hardship and regulatory requirements and report risks.
• Complete daily administration and case management tasks per rosters and service expectations.
• Monitor outcomes including delinquency levels, recoveries, complaints and metrics.
• Identify opportunities to improve collections processes and outcomes.
• Collaborate with internal teams across Customer Division, Risk, Finance, Tech and Complaints.
• Liaise with external stakeholders such as solicitors, mercantile agents, credit bureaus and government agencies.
• Perform additional duties as directed by Team Leader, Collections & Recoveries.

Skills

Banking experience

Credit management

Communication skills

Negotiation

Analytical mindset

Attention to detail

Education

Cert III Mercantile Agent

Tools

Collections software

Core banking systems

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‑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.

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.

The successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.

Customer Support Consultant Williamstown, SA, AU