Team Manager Collections
Team Manager Collections
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Job Description
Closing date: 14 April
Weve never been just a bank. Just like you should never be just an employee. Were united in our belief that in banking better can be bigger and together were making it happen.
It starts here. With Bendigo Bank and you.
Join our growing leadership team in our Mortgage Help Centre and drive a culture of customer care. Youll love the good you can do here: your collections management and credit assurance experience will enable us to uplift the way we support our customers in financial difficulty.
As the Team Manager Collections in our Mortgage Help Centre youll make an impact by:
- Guide coach and lead the Collection Team and drive a continuous improvement environment whilst providing a high level of support development and coaching to staff as required
- Create a highperformance team and culture drive a high level of attention to detail and ensure all risks or shortcomings are identified with a No surprises team philosophy.
- Be first source of advice and guidance in relation to Collections policy procedures and processes in the capacity of subject matter expert
- Effectively quality sample work in order to improve the overall quality productivity and customer service.
- To review processes identify root causes and recommend changes and controls and to deliver account reviews silent call monitoring and process reviews
- Sharing results of hindsight reviews customer experience reviews and feedback reviews with team members and implementing required actions
- Upskilling and developing your team including the provision of individual feedback coaching/training sessions and case study meetings.
- Supporting the implementation of change initiatives and process improvements ensuring team ownership
Position description: Team Manager Collections Position Description.docx
This is a permanent fulltime position. We offer flexible work options that put our people first and a hybrid model of 60 based out of our Melbourne Adelaide or Bendigo corporate office.
What youll bring to the role
To succeed in this role wed love you to have:
- Experience in collections management credit assurance and/or Consumer lending with the ability to review a customers financial position and provide suitable solutions.
- Experience leading upskilling and empowering direct reports.
- Manages staff performance through objective setting monitoring results and giving feedback conducting performance reviews and dealing with poor performers.
- Operational knowledge of the regulatory environment legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts.
- A calm and supportive approach to both staff and customers with the ability to use discretion and an empathy and understanding of customers who are vulnerable and/or experience financial difficulty.
- Good time management skills with the ability to prioritise and manage team workloads to meet SLAs while being agile to pivot quickly when needed.
- Is proactive positive and maintains composure under pressure.
Internal Application Process
Please note all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.
For a confidential discussion about what this opportunity can mean for you please contact Andrea Demartini Senior Talent Acquisition Advisor.
For more information check out the Application Process for Internal Candidatespage.
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness injury or disability to equitably participate in the selection process.
Still in two minds
Research suggests 60 of women and underrepresented groups might stop here even after getting as far as drafting an application. We believe that diversity makes every team stronger so even if you dont tick every box we still want to see your application!
Were making better bigger. And well get there with you.
Nows the time to set your sights even higher on the future you and the future career you deserve.
Required Experience:
Manager
Employment Type
Full-Time
