Recoveries Consultant

Qudos Bank; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

14% super

Flexible working options

Wellbeing benefits

Study assistance

Paid parental leave

Bonus annual leave

Job summary

Bank Australia is seeking a Recoveries Consultant to join the Customer Support and Recoveries Team in Sydney. You will manage late-stage delinquent accounts, coordinate hardship solutions, and escalate to legal action as needed while maintaining strong customer relationships and regulatory compliance.

The role focuses on reducing delinquency, improving provisioning, and upholding the bank’s values, including its commitment to B Corp principles.

Qualifications

• Experience in banking or mortgage collections, credit and debt recovery, and financial hardship management.
• Understanding of relevant legislation, compliance, and legal processes (including mortgage in possession), with proficiency in collections and banking systems.
• Detail-oriented with experience in performance tracking, delinquency metrics, complaints handling, and compliance reporting.
• Strong collaboration with internal teams and external partners including legal, government, and industry bodies.

Responsibilities

• Manage and monitor assigned late stage cases and identify customers who are experiencing hardship and ensure hardship assistance is offered whilst reducing delinquency rates and improve provisioning and losses
• Ensure ethical and professional debt recovery practices while maintaining strong relationships with customers
• Ensure adherence to relevant financial regulations, policies, and industry standards regarding debt collection, recoveries and financial hardship
• Identify and recommend delinquent accounts for legal action.
• Instruct and liaise with solicitors and other external stakeholders in a timely manner, ensuring clear instructions are given, and are kept up to date with any requests outside of delegation to be referred to the Leadership Team.
• Reporting of facilities with credit reporting bodies and late stage collection reporting and administration
• Identify opportunities to enhance collections processes through technology and best practices

Skills

Customer-focused

Banking experience

Mortgage collections

Financial hardship

Legal compliance

Performance tracking

Delinquency metrics

Compliance reporting

Collaboration

Stakeholder management

Job description

We are looking for a Recoveries Consultant to join our Customer Support and Recoveries Team. Responsible for actioning late stage delinquent accounts, commencing and co-ordinating legal enforcement action to minimise delinquency and bad debts to acceptable levels which includes identifying customers experiencing financial hardship and selection and actioning of the charge off process. The role requires strong negotiation and interpersonal abilities. All actions and interactions with customers, mercantile agents, solicitors and other stakeholders must enhance the banks reputation and align with our core values.

This role will be based out of our Sydney Office ( currently in Mascot with relocation to the CBD in November 2026).

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• 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 is 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 discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation 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 and monitor assigned late stage cases and identify customers who are experiencing hardship and ensure hardship assistance is offered whilst reducing delinquency rates and improve provisioning and losses
• Ensure ethical and professional debt recovery practices while maintaining strong relationships with customers
• Ensure adherence to relevant financial regulations, policies, and industry standards regarding debt collection, recoveries and financial hardship
• Identify and recommend delinquent accounts for legal action.
• Instruct and liaise with solicitors and other external stakeholders in a timely manner, ensuring clear instructions are given, and are kept up to date with any requests outside of delegation to be referred to the Leadership Team.
• Reporting of facilities with credit reporting bodies and late stage collection reporting and administration
• Identify opportunities to enhance collections processes through technology and best practices

What you will bring

• Customer-Focused: Empathetic and fair approach to supporting customers in financial hardship, with strong negotiation and conflict resolution skills.
• Experiencein banking or mortgage collections, credit and debt recovery, and financial hardship management.
• Understanding of relevant legislation, compliance, and legal processes (including mortgage in possession), with proficiency in collections and banking systems.
• Detail-oriented with experience in performance tracking, delinquency metrics, complaints handling, and compliance reporting.
• Strong collaboration with internal teams and external partners including legal, government, and industry bodies.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. 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.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.