Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

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.

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

• Portfolio Management: 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
• Customer Engagement: Ensure ethical and professional debt recovery practices while maintaining strong relationships with customers
• Compliance & Risk Management: Ensure adherence to relevant financial regulations, policies, and industry standards regarding debt collection, recoveries and financial hardship
• Legal & Third-Party Liaison: 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 & Administration: Reporting of facilities with credit reporting bodies and late stage collection reporting and administration
• Process Improvement: 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.
• Proven Experience: At least 2 years in banking or mortgage collections, credit and debt recovery, and financial hardship management.
• Technical Knowledge: Understanding of relevant legislation, compliance, and legal processes (including mortgage in possession), with proficiency in collections and banking systems.
• Analytical Skills: Detail-oriented with experience in performance tracking, delinquency metrics, complaints handling, and compliance reporting.
• Resilient and Proactive: Tenacious, inquisitive, and results-driven under pressure.
• Stakeholder Engagement: Strong collaboration with internal teams and external partners including legal, government, and industry bodies.
• Values-Driven: Committed to the bank’s purpose, values, and ethical standards.
• Qualifications: Relevant industry certifications in credit and collections.
• 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.