Debt Recovery & Customer Support Specialist

Bank Australia Limited; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working options

14% super

Counselling services

Free flu vaccinations

Subsidised gym memberships

Study assistance

Paid parental leave

Job summary

Bank Australia Limited is seeking a Customer Support Consultant to manage early-stage delinquent accounts and support customers in hardship. You’ll identify risks, provide compliant assistance and help reduce arrears while engaging with internal teams and external stakeholders.

The role emphasizes customer-centric recovery, professional communication and adherence to regulatory guidelines within a purpose-driven, inclusive workplace.

Qualifications

• Experience in banking or mortgage collections.
• Experience with hardship/support processes.
• Familiarity with Debt Collection Guidelines and compliance.

Responsibilities

• Manage an allocated portfolio of early-stage delinquent accounts.
• Identify hardship and provide appropriate assistance to reduce arrears.
• Engage customers with ethical, professional recovery practices.
• Ensure compliance with lending, collections, hardship and regulatory requirements.
• Perform daily administration and case management tasks.
• Monitor outcomes: delinquency levels, recoveries and complaints.
• Collaborate with internal teams and external stakeholders.

Skills

Banking collections

Credit management

Negotiation

Customer empathy

Regulatory compliance

Risk reporting

Stakeholder engagement

Attention to detail

Education

Cert III Mercantile Agent

Tools

Collections management systems

Core banking software

Job description

Bank Australia Limited is seeking a Customer Support Consultant to manage early-stage delinquent accounts and support customers in hardship. You’ll identify risks, provide compliant assistance and help reduce arrears while engaging with internal teams and external stakeholders.

The role emphasizes customer-centric recovery, professional communication and adherence to regulatory guidelines within a purpose-driven, inclusive workplace.