Delinquency Support Specialist

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

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.