Delinquency Support Specialist – Early-Stage Collections

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

Benefits offered by this job

Flexible work options

Competitive salary

14% super

Wellbeing program

Parental leave

Study assistance

Volunteer leave

Job summary

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

You will engage customers with empathy, maintain accurate records, and coordinate with internal teams and external stakeholders to achieve positive outcomes.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Banking experience

Mortgage collections

Customer communication

Negotiation

Compliance knowledge

Attention to detail

Stakeholder engagement

Resilience under pressure

Education

Cert III Mercantile Agent

Tools

Core banking software

Job description

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

You will engage customers with empathy, maintain accurate records, and coordinate with internal teams and external stakeholders to achieve positive outcomes.