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Form of workWho are we?
It’s an exciting time to join our organisation! On 1 March 2023, two of Australia’s most successful member-owned banking organisations merged, to form Heritage and People’s Choice - Australia’s leading mutual banking organisation and a genuine, member-owned alternative to the major banks.
We exist to create a better future for our members and the communities in which they live.
We are 100% member owned, with approximately 720,000 members and 1,900 employees. We have dual head offices in Adelaide and Toowoomba, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice.
When you come to work at Heritage and People’s Choice, you’ll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet. We are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.
About the role
We have a permanent role available for Credit Management Officer (CMO). In this role you will work with members to get them in a position where they can resume making their contractual loan obligations. This includes developing and implementing effective collection techniques to reduce the level of delinquent accounts and bad debt write-offs, whilst ensuring full compliance with Credit Management policies, workflow and legislation. In this role it is crucial to support our vulnerable members in the moments that matter and show empathy, respect and compassion to all members, working to achieve the best outcome for both the member and business.
Your responsibilities will include:
- Interpreting and demonstrating an understanding of legislative requirements and operating within required guidelines and Heritage and People`s Choice risk appetite.
- Negotiating payment arrangements, ensuring arrangements are meaningful and sustainable, taking into account our members’ ongoing living expenses.
- Providing support to members by finding a solution that meets both member needs and business outcomes.
- Effectively explaining and processing hardship applications
- Maximising operational efficiency and focusing on productivity to ensure service level agreements are met.
- Championing continuous improvement opportunities to enhance our members` experience.
About you
As a natural people person, you are a strong listener and know how to unpack a situation by asking the right questions. You are empathetic but also solutions focused, finding a balance between supporting our members during tough times but working on resolutions to ensure the business can recover debts and reduce loss. Due to the nature of the work, you aren’t afraid of having tough conversations, at times leaning on your strong conflict resolution skills. Ideally you will have experience from previous collections roles or lending, armed with this you will hit the ground running and receive support from the team around you.
Benefits of working for us
We believe the little extras can make a big difference in supporting your success. That’s why we offer great incentives and benefits including:Paid parental leave and special leave provisions
- Flexibility and hybrid working arrangements
- Employee banking benefits and discounted insurances
- Career development opportunities, and ongoing training, coaching and support
- A dedicated Employee Assistance Program for you and your family to access in times of need
- Paid volunteering days and access to a diverse range of community and charitable initiatives
If you are ready to join a supportive team who are passionate about the work they do and the results they achieve, then click 'Apply' now and submit your application, including a cover letter and current resume by Thursday 14th March 2024.
We are committed to diversity and inclusion and support candidate requests for adjustments to accommodate disability, illness or injury, to enable everyone to equitably participate in our selection process.
