Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We currently have a permanent, full time opportunity for a Team Leader Customer Support & Recoveries – Compliance & Training role to join our Customer Support & Recoveries (CS&R) department. This role can be based in either Moe or Bendigo office and will report to the Manager Customer Support & Recoveries.

The Team Leader Customer Support & Recoveries – Compliance & Training will be accountable for the successful management of the CS&R compliance and training obligations.

Why join us

• 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 13% 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

• Provide support to the Manager on matters relating to risk, compliance, audit and corporate reporting
• Manage and oversee business event exceptions and reporting enhancements when required ensuring the bank is compliant with respective industry codes and policy
• In conjunction with the Manager CS&R, maintain and ensure the bank meets its prudential and legal obligations in relation to APRA, Banking Codes and staff training
• Foster a strong culture of compliance and industry best practice within CS&R at Bank Australia
• Manage the CS&R compliance activities ensuring industry changes are prioritised, training requirements are establish and rolled out and that these are measured
• Conduct and Manage a Quality Assurance program for CS&R.
• Assist with investigations of complaints and incidents ensuring training is developed and provided if gaps in process or staff knowledge are identified
• Support the Head of CS&R and Manager in managing relationships with regulators, internal and external auditors and other external bodies required to review the bank’s CS&R practices
• Maintain associations including meetings, forums and workshops with relevant industry bodies to clarify compliance obligations imposed by governments and other regulators
• Maintain association with industry leaders by staying abreast of compliance changes and ideas
• Ensure that CS&R procedures, guidelines and process including supporting materials relating to risk and compliance are updated to meet the bank’s requirements
• Liaise and assist internal stakeholders on risk and compliance changes that may impact CS&R, and oversee and implement changes
• Maintain and monitor the Customer Support & Accessibility sections on the bank’s web site ensuring content is compliant and updated in accordance with banking codes and industry guidelines
• Ensure if there are any changes compliance and/or obligations that impact CS&R, that these are recorded and reported to Management for future changes into policy or bank processes
• In conjunction with the Manager CS&R and Team Leaders maintain and conduct a training program ensuring it meets Bank Australia’s requirements and legal obligations in relation to all CS&R obligations.

What you will bring

• Strong understanding of Banking & COBA Codes
• Knowledge of Debt Collection Guidelines
• Knowledge of the National Credit Code and related credit legislation and the Privacy Act particularly as they relate to Customer Support activities
• Knowledge of Customer Support & Recoveries policy and procedures
• Able to produce reports of a quality suitable for the Management
• Demonstrated ability to facilitate training programs
• Confidence in dealing with computer technology
• An understanding of credit risk management and credit risk practices
• Ability to effectively determine priorities and allocate work under high workloads
• Demonstrated attention to detail
• Completed or undertaking relevant tertiary studies or relevant practical experience
• Completion of the relevant courses in finance, banking, business administration, sustainability, dispute resolution, risk management, legal and / or compliance highly regarded
• Current Certificate IV Training and Assessment highly regarded
• A commitment to continuous learning and knowledge sharing
• 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. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.