Head of Member Care, Collections & Estates

Beyond Bank Australia; Adelaide; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Volunteer days

Employee discounts

Flexible work environment

Career development opportunities

Job summary

Beyond Bank Australia is seeking a Head of Member Support to lead our collections, hardship, recoveries and deceased estates functions, driving compassionate, compliant, and cost-effective outcomes for members across Australia.

You will oversee a senior team, set strategic direction, and partner with Lending, Risk, Legal and Operations to improve portfolio performance and regulatory adherence while maintaining a member-first approach during sensitive life events.

Qualifications

• Significant leadership experience in collections, hardship, recoveries, credit or lending within a regulated financial services environment.
• Deceased estates experience or ability to demonstrate regulatory requirements and service standards.
• Strong knowledge of NCCP, ASIC requirements, Banking Code of Practice and broader industry obligations.

Responsibilities

• Lead Beyond Bank's collections, hardship and recoveries functions, delivering strong portfolio performance while supporting positive and sustainable member outcomes.
• Champion a member-first approach by ensuring fair, personalised and accessible support for members experiencing financial difficulty or vulnerability.
• End-to-End Deceased Estates Leadership - lead the end-to-end delivery of the Deceased Estates function with accuracy, empathy and efficiency.
• Member Care & Vulnerable Customer Support - provide leadership across Deceased Estates, Financial Hardship, Vulnerable Customers and Complex Member Cases.
• Regulatory Compliance & Risk Management - ensure activities comply with legislative and internal policy requirements; maintain robust controls.
• Operational Excellence - drive service delivery, workflow management and continuous improvement to enhance efficiency and reduce risk.
• People Leadership - build a high-performing team and foster a member-first, accountable culture.
• Stakeholder Management - engage Estates representatives, solicitors and internal stakeholders for consistent decision-making.

Skills

Leadership experience

Collections

Hardship

Recoveries

Deceased estates

Regulatory compliance

Banking regulation

Job description

Beyond Bank Australia is seeking a Head of Member Support to lead our collections, hardship, recoveries and deceased estates functions, driving compassionate, compliant, and cost-effective outcomes for members across Australia.

You will oversee a senior team, set strategic direction, and partner with Lending, Risk, Legal and Operations to improve portfolio performance and regulatory adherence while maintaining a member-first approach during sensitive life events.