Financial Assistance Manager
Must have:
- Financial Hardship/ Financial Assistance Management Experience.
- Ability to coach and develop a team of 7 including an assistant manager, supervisor, financial hardship specialists and deceased estate administrators.
- Sound knowledge and demonstrated understanding of current ASIC Debt Collections Guidelines, NCCP, Privacy Act, APRA APS 220 and COBCOP as well as IDR and EDR processes.
- Australian Citizen or Permanent Resident only
... Your new company
Join one of Australia’s award-winning customer-owned banks in pursuing their purpose of becoming the financial services provider their customers value the most. Being strongly driven by their values, this leading bank exists for the benefit of its customers and community, not for making profit for the benefit of shareholders. Everything they do is designed with the customer at heart.
Your new role
As a Financial Assistance Manager you will be responsible for the overall management of the Financial Assistance and Asset Risk Management Department and for all administrative related tasks involving delinquent loans, lines of credit, overdrawn savings, over limit overdrafts and Credit Cards.
You will:
- Develop best practice policies and procedures in terms of collection activities and hardship management.
- Balance KPI’s regarding losses and arrears with the needs of members who may be in financial stress.
- Also be responsible for the deceased estate function including ensuring that beneficiaries and client needs are satisfied within the provisions of relevant Acts, Regulations and office standards and procedures.
Some of your responsibilities will include:
- Leading and managing the Financial Assistance and Asset Risk Management team.
- Coaching and developing your team through ongoing mentoring, training and performance management.
- Identifying opportunities for hardship assistance and managing each case accordingly. Assist members who are in financial difficulty (by negotiating suitable arrangements for repayment and offering alternative methods of resolving problems)
- Develop processes, procedures, metrics and strategies for the management of the collections function
- Provide an “end to end” case management service
- Ensuring account services and procedures for Deceased Estates, Garnishee and State Penalties Enforcement, Letters of Introduction and Requests for Information are managed in accordance with the relevant legislation.
- Managing relationships with external parties including solicitors and collections agencies.
- Ensure compliance with all regulatory requirements provided by ASIC, the NCC and Privacy Act as an “early warning system” for potential issues
- Responsibility for all reporting relating to collections function to QB Management, Board and regulative authority (APRA/ASIC)
- Foster and demonstrate a risk culture by understanding the risk and promoting internal controls to mitigate the risk
Your skills and experience
- Minimum 5 years, in a relevant role within the financial services sector with proven up to date knowledge of collections legislation and preferably with lending experience.
- Sound knowledge of Debt Collection Guidelines, National Credit Code and Privacy Act
- Minimum 3+ years supervisory experience of a team of 5 (minimum) and experience leading a team and providing ongoing communication, leadership, coaching, development and performance management in line with the organizations internal frameworks
- Ability to work closely with compliance and lending teams
- Hands-on, open and honest leader who can provide an “end to end” case management service
- You are customer focused and are dedicated to meeting the expectations and requirements of internal and external customers.
- Excellent interpersonal skills and approachable the ability to show empathy and build rapport.
- Deliver results - take accountability and push yourself and your team for results.
Your benefits
- Core working hours are between Monday - Friday.
- You will receive thorough training and ongoing support to develop at your own pace
- You will join a company that is dedicated to their values, has collaborative teams and is one of the most inspiring environments in the banking industry to work for
- Interview will take place ASAP so you can grow your banking career instantaneously
You will love working with them!
Your next step
Does this sound like something you are interested in? If the answer is ‘Yes’ then we would love to hear from you!
Simply click ‘Apply’ now and attach an updated copy of your CV, or if you have any questions and wish to have a conversation contact me on ella.murraygolden@randstad.com.au or on 0426 686 033.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
