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 190,000+ customers to be part of the clean money movement.

We are currently seeking a permanent, full time Recoveries Consultant to join our Customer Support & Recoveries Team. This position manages cases and customers who are delinquent, faced with financial difficulty, hardship or vulnerable circumstances and supports and coordinates suitable arrangements for optimal resolution. This involves coordinating legal enforcement activity, including asset realisation identifying customers experiencing vulnerability or hardship, high risk, potentially fraudulent and those that could be considered potential bad debts.

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 are the first bank in the world to 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

• Instruct and co-ordinate legal action including, but not limited to statement of claims, attachment of earnings, warrant of apprehension
• Instruct and liaise with suppliers, solicitors and external bodies in a timely manner as appropriate
• Ensure all customer legal files are kept up to date, conduct monthly reporting
• Report on accounts that require on going follow-up.
• Identify, offer and recommendations for customers who are experiencing financial hardship,
• Negotiate or recommend contract variations, suspension of interest, debt waivers or settlement agreements
• Identify and provide assistance to customers requiring extra care and refer them via appropriate support channels
• Action daily loans delinquency, continuing credit facilities and overdrawn savings accounts as allocated, ensuring internal operating processes are followed and proper records of customer contact and arrangements are entered and have received appropriate notices
• Financially counsel customers in order to establish reasons for non-payment, and develop personalised programs to assist customers to eliminate long term delinquency and debt servicing difficulties
• Assist in the review and follow-up of bad debts written off and the maintenance and reconciliation of the bad debts
• Ensure all impaired secured mortgages are assessed for updated valuations and reported
• Action Bad debt write off administration which includes preparation of files and submission to mercantile agents

What you will bring

• Previous collections and lending experience an advantage
• Excellent communication skills in liaising both internally and externally – including written, oral and interpersonal
• Basic knowledge in Debt Collection Guidelines and legal processes for enforcement action
• Basic knowledge of legal process for enforcement action
• Analytical skills and ability to assess financial statements, including use of discovery questioning
• Knowledge of the Consumer Credit Code/Credit Act and Privacy Act and/or Bank Australia products and services is a bonus
• Good problem solving and critical thinking skills
• Excellent ability to demonstrate empathy to customers’ financial situations and willingness to work towards a mutually agreeable resolution
• Good ability to work in a high pressure environment and effectively manage time
• Strong team work and ability to work and collaborate in person and with remote teams
• Excellent ability to prioritise workload and achieve outcomes
• Strong work ethic, motivated and committed approach with a flexible and adaptable attitude
• Computer proficiency including Microsoft suite of products (Outlook, Excel, Word)
• Ability to problem solve and negotiate in order to achieve a desired outcome
• 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.