Case Manager Financial Awareness Support

In the role of Case Manager Financial Awareness Support you have the opportunity to blend your expertise in the banking industry with your empathetic and caring nature as well as your skills in investigation problem-solving and navigating difficult conversations. By leveraging this unique combination you can offer customers a better banking experience providing them with confidential extra care and support tailored to their individual needs. Additionally your approach can enhance staff and stakeholder engagement and relationships by fostering creative thinking and collaboration to achieve the most desirable outcomes. Through this holistic approach you can contribute to a more inclusive and supportive banking environment where both customers staff and stakeholders feel valued and understood.

In this fast-paced and challenging role adaptability is key as youll need to think quickly on your feet make risk-based decisions and navigate difficult scenarios and conversations with ease. Comfortable negotiation skills and the ability to guide and coach others are essential as youll be assisting vulnerable customers in achieving independent banking solutions. The work you do will have a meaningful impact on the lives of others as youll be providing invaluable support to those in need empowering them to navigate their financial challenges with confidence and dignity.

Join our close-knit team passionately dedicated and proud to deliver resolutions and outcomes for our vulnerable customers. Here youll receive on-the-job training and unwavering support from every team member as we collaborate closely bouncing ideas off each other and leveraging our diverse expertise to pitch in share knowledge and manage workloads effectively.

Key responsibilities:

• Providing direct supportto customers experiencing vulnerability including situations of financial abuse family violence and mental or serious illness.
• Acting as a specialist advisorand a key point of contact for both customers and internal bank staff offering expert guidance and empathy.
• Conducting thorough investigationsinto complex cases to identify risks protect customers and recommend fair outcomes for both the customer and the bank.
• Building strong trust-based relationshipswith customers internal stakeholders and external support agencies like financial counsellors and community service workers.
• Developing and implementing tailored solutionsto help vulnerable customers regain control of their finances in a safe and confidential manner.
• Identifying and driving continuous improvementby flagging systemic issues and suggesting changes to bank policies procedures and staff training.
• Managing a diverse caseloadwith competing priorities ensuring all actions are documented and resolved with care and professionalism.

To succeed in this role wed love you to have:

• Previous experience working in Banking & Financial Services preferably within a customer care customer help or customer support front line function
• Strong written and verbal communication skills with exceptional attention to detail
• Demonstrated problem solving and investigative skills with the ability to make sound reasoned and timely decisions
• A strong empathetic manner demonstrating respect and courtesy to others
• Previous exposure to difficult situations where quick thinking and problem solving have been essential
• Knowledge of Banking Code of Practice Vulnerable Customer Guidelines Australian Banking Association (ABA) Financial Abuse and Vulnerable Customer Guidelines consumer protection laws relating to financial products and services AFCA approaches Power of Attorney Acts Privacy Act Administration/Guardianship Orders NDIS

• Sound knowledge of the Banks systems including LINX RFS BDS CSS Cisco the Microsoft Office suite and e-connect
• Experience performing administrative tasks such as handling inbound/outbound emails combined with compiling and reviewing supporting documentation
• The ability to manage and maintain a caseload with multiple competing tasks and re-prioritise constantly
• Prior experience with vulnerable customers preferred
• A Tertiary qualification in Social Work Psychology or Counselling is highly regarded

We offer flexible work options that put our people first working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn stay connected and collaborate effectively especially for key activities like team days 1:1s and town halls.

This is aPermanent Full-time opportunity based in any of our head office locations.

Position Description:PD - Case Manager - Financial Awareness Support July 2024 (1).docx

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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.

Please contact theRecruiter forthis vacancy for a confidential discussion if there are any concerns meeting this requirement during the application processor if you would like to discuss the position further.

RecruiterName: Natalie Cornell Senior Talent Acquisition Advisor
Recruiter Email:

For more information check out the Application Process for Internal Candidatespage.