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. The role of Team Leader CS&R is to support the Manager CS&R on matters relating to collections, credit risk, operations and vulnerable customers. This includes credit account monitoring, credit portfolio integrity maintenance, minimising delinquent customer facilities, keeping bad debt to acceptable levels, hardship assessment and assisting vulnerable customers. This role will provide leadership to the Customer Support & Recoveries team, with a responsibility for achieving agreed performance targets, identifying training requirements, providing coaching, and motivating staff through change effectively, efficiently, and in accordance with Bank Australia’s policies to provide quality customer service, particularly in assisting customers who are faced with vulnerability, financial difficulty, hardship and repayment default. We currently have a permanent, full time opportunity for a Team Leader Customer Support & Recoveries role to join our Customer Support & Recoveries (CS&R) department located in Bendigo or Moe. 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 leadership to Customer Support & Recoveries Consultants in their day to day work duties, monitor workflow, identifying training requirements, recommend training needs, and motivating staff through change effectively. Management and oversight of the collections queues, ensuring a level of priority commensurate with risk. Reporting on the status and performance of the credit / loans portfolio, particularly in relation to arrears and defaults. Assisting in the maintenance of dashboards representing the risk profile of the credit / loans portfolio. Coordinate and facilitate team meetings as required, Assist CS&R Consultants in the thought process of dealing with vulnerable customers, recovery and hardship assistance and addressing customer complaints. Address feedback received from the Compliance & Training team on CS&R Quality Assurance Customer Support & Recoveries Allocate and review delinquent loans and continuing credit accounts, overdrawn and over limit accounts between staff to ensure timely and appropriate action in order to minimise Bank Australia’s delinquency levels. Ensure that collection procedures are carried out in a responsible, customer-focussed, timely and effective manner, and that there is compliance with policy and appropriate credit and privacy legislation. Oversee the actioning and recording of bankrupt accounts, Consumer Credit Insurance, Loan Protection Insurance, Expired Loans, Loans in Advance Oversee the process in reviewing of continuing credit facilities. Liaise with Lending Operations and Credit Teams where required on contract variations or proposals for restructure of debt that arise from negotiations on delinquent credit facilities, or facilities experiencing hardship. Collections Action In accordance with CS&R Policy, National Credit Code, ABA Code and Customer Owned Banking Code of Practice negotiate and/or approve Financial Hardship Assistance for the mutual benefit of borrowers and Bank Australia Approve within delegation or recommend to the Manager CS&R or Head of CS&R for approval of instigation of legal action, enforcement of security, field agents suspension of interest in the case of absolute default or debt waiver and settlements Liaise with solicitors, mercantile agents and property realisation agents in respect of continuing legal action. Liaise with various stakeholders, service partners and suppliers to ensure that service delivery standards are being met and provide feedback to Manager if delivery standards are not being met. Customer Communication Responsible for CSR Consultants customer scripts, email and SMS templates, ensuring these are periodically reviewed. Ensure timely and accurate processing of reminder letters, and enforcement expenses and charges (including all fees relating to CSR and all other legal enforcement expenses). Being the first point of call for customers who lodge complaints or disputes with a view of resolving before escalation to Manager or Internal Dispute Resolution. Work with customers and other third parties as required to consider all vulnerable customer aspects, hardship requests, repossessions, court proceedings and other collections and related activities. Doubtful Debt Provisioning Evaluate and inform the Manager CS&R of delinquent accounts which are inadequately provided for when loss is probable and that likely uncollectable accounts are written off with proper authorisation. Reporting Oversee the collation and maintenance of the Bad Debts Written Off and Recovered Register and liaise with mercantile agencies handling bad debts recovery. Keep the Manager CS&R regularly informed on individual bad debt recovery cases, as necessary. Ensure accurate and timely listing of debts and defaults with credit reporting agencies in accordance with legislation, policy and procedures. Assist the Manager CS&R in collating relevant information to produce monthly reports to DCEO, Head of Credit Risk, Credit Committee and Finance which may include; Summary of Provision for Doubtful Debts Accounts requiring Additional Provision Details of any settlements approved under delegation Hardship and Restructured Reporting Details of write offs and membership termination of accounts under delegation Recommendation of accounts to be written off Quality Assurance Oversight Training and Development opportunities What you will bring Thorough knowledge of civil legal procedures in relation to debt recovery. Thorough knowledge of the National Credit Code, ABA Code, COBA Code and related credit legislation and the Privacy Act particularly as they relate to Customer Support & Recovery activities. Excellent communication skills in liaising both internally and externally, including written, oral and interpersonal. Problem solving and critical thinking skills. Ability to work in a team environment - both leading and participating. A constructive attitude to credit integrity activities (e.g. be able to show empathy with a customer’s financial situation). Ability to negotiate in order to achieve a desired outcome. Ability to process required volumes of work in a busy environment Ability to effectively determine priorities and allocate work accordingly 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.