About the Role
Suncorp Bank is seeking a Customer Support Consultant (Late Stage Collections) to manage non-performing retail asset portfolios by applying legal recovery processes and procedures to high-risk files. The successful candidate will ensure effective arrears recovery and aid in getting accounts back to performing by recommending and applying appropriate collection strategies.
Key Responsibilities:
* Determine the reason and causes for the delinquency of high-risk files through contact with customers and take appropriate action to maximise the recovery of arrears.
* Assess and recommend the most appropriate course of action for the recovery of arrears and security given individual customer circumstances and refer to leader for approval of decisions.
* Prepare strategies detailing appropriate recovery options, including provisioning and write offs.
* Issue statutory notices, liaise with insolvency administrators and instruct mercantile agents to conduct field calls.
* E nsure compliance with policy and procedures, statutory and legal requirements in all recovery matters.
* Maintain effective and congenial communications with the various internal and external stakeholders and respond to all enquiries and requests in a timely manner.
* Identify and make recommendations to the Leader, on processes and procedures or other issues and improvements.
Requirements:
* Experience in collections and retail recoveries.
* Excellent communication skills both verbal and written.
* Ability to critically assess data, subjective material and other inputs to make objective judgements and recommendations.
* Capability to handle customer complaints, aiming to achieve an effective first call resolution.
* A strong understanding of the legal and regulatory framework in which Retail Recoveries must operate, and the constraints imposed by law.
* Banking and Lending experience is highly desired.
* Tertiary qualifications are desired, but not mandatory.
About Suncorp Bank
Suncorp Bank is a proud part of the ANZ Group and a place where you'll be doing work that really matters. That's because every role, in every team is working towards supporting the financial wellbeing of our million+ customers. Our team members' wellbeing is a top priority and we know it's the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day.