Collections Solutions Specialist Complex

• You have experience handling customers in financial difficulty
• We value your ongoing professional development
• Together we can drive sustainable business growth for our clients

See yourself in our team

In Group Credit Structuring (GCS), we care for our customers by listening, assessing any vulnerability concerns and taking their individual circumstances into account (including their mental and physical wellbeing). We have the courage to use our judgement and constructively challenge our stakeholders, as appropriate. We pride ourselves on our vast experiences by sharing insights and providing guidance on risk related matters to our business partners

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Do work that matters

It's an exciting time to be joining our Asset Finance Group Credit Structuring Team and in this role you’ll be working with CBA customers to support and understand their financial difficulties and working to develop balanced outcomes for our stakeholders.

Other aspects of the role will include credit monitoring and overview, implementation of policy, operational risk, training and guidance within Risk teams and Business bankers.

Our outcomes are focused on rehabilitation and returning management of customers to the front line. Where this is not possible, we work with customers in a respectful and collaborative manner that meets community and shareholder expectations.

More specifically, you will:

• Manage a portfolio of commercial and/or customer relationships that require specialised care.
• Apply judgement to achieve mutually beneficial arrangements for customer cases requiring special handling or that deviate from standard collection policies.
• Provide outcomes to customers experiencing long-term hardship, and in some cases permanent changes to their financial situation, ensuring compliance with all regulatory requirements.
• Liaise with both internal and external stakeholders (for example receivers, financial counsellors and legal) to coordinate matters relating to customer cases.
• Complete investigations on customer’s financial position and incorporate findings into proposed solutions.
• Perform to contact centre-based metrics such as adherence to schedule, quality requirements and productivity measures.
• Actively work towards resolving complex customer enquiries and/or complaints in a prompt, professional and caring manner.
• Present and discuss information effectively via written or phone-based methods.
• Multi-task across systems, upholding multiple, quality conversations at a time.
• Build rapport with customers, take accountability and drive positive customer outcomes, demonstrating excellent listening skills.
• Work autonomously and as part of a team in a busy, customer-focused workplace.

We’re interested in hearing from people who have:

• Experience in managing complex customer relationships with a preference for having assisted customers in financial difficulty.
• Experience in Asset Finance loan processing, investigations, realisations and/or collections.  
• Experience in complaint handling.
• Ability to demonstrate care by having compassionate, empathetic and supportive conversations with customers, whilst also having the courage to be firm, fair and pragmatic.
• Demonstrated experience in risk/credit, including exercising our delegation and using judgement in a financial institution.
• Ability to think outside the box, be consistent and decisive whilst adapting quickly to new situations.
• Ability to provide sound, consistent risk management decisions.
• Strong attention to detail.
• Advanced financial analysis, written and verbal communication skills.
• Proficient in Microsoft Office applications.
• Positive team-based attitude which will add value to the team’s productivity and culture.

Please note the role is based in Sydney - Darling Quarter and you would be required to be in the office 5 days a week for the first 6 months, followed by 60% in office attendance.

Full-time opportunity with flexible 8am or 9am start