Financial Assistance Team Leader

Financial Assistance Team Leader
Must have:

• Financial Hardships/ Assistance Experience
• 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.
• Ability to mentor, encourage and enpower your team of Financial Support Officers and Financial Hardship Specialists.
• 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 Hardships Team Leader you will focus on managing the day-to-day activities of the Financial Assistance and Asset Risk Management team as well as managing complex member cases and escalations. You will manage the day-to-day leadership of the FAARM team of specialists and officers, including team management, coaching and development. This role will work closely with the Legal & Recoveries Assistant Manager to obtain quality assurance feedback and provide this to the team to ensure compliance and personal development.
This role will also provide Assistance to the Manager, Financial Assistance and Asset Risk
Management.
Some of your key responsibilities will include:

• Conduct robust review of assigned member accounts/ credit profile and complete effective and detailed analysis of financial statements/information
• Preparation of business cases recommending a practical solution that meets the needs and ability of the customer.
• Ability to discuss complex and sensitive information with customers and demonstrate empathy and care.
• Review of previous hardship applications and members current exposure and compare information to the new application in order to identify any potential discrepancies.
• Identification of any potential members that are vulnerable or currently experiencing financial abuse, elder abuse or domestic violence.
• Maintain accurate and current documentation on accounts and engagement activity.
• Customer first approach considering how actions and solutions may affect them.
• Hardship consultation and management in line with Legislation andFAARM policy.
• Any legal action is to be referred to Legal & Recoveries Assistant
• Manager with concise recommendation and ensure that is cost effective.
• Sound knowledge and demonstrated understanding of current ASIC Debt Collections Guidelines, NCCP, Privacy Act, APRA APS 220, COBCOP, IDR and EDR processes.
• Act as an escalation point for the Financial Support Officer and Financial Hardship Specialists.
• Coaching and developing your team through ongoing mentoring,training and performance management.

Your skills and experience

• Ideally you will have a 2-4 years financial hardships experience.
• Sound knowledge and demonstrated understanding of current ASIC Debt Collections Guidelines, NCCP, Privacy Act, APRA APS 220, COBCOP, IDR and EDR processes.
• You are customer focused and are dedicated to meeting the expectations and requirements of internal and external customers.
• Excellent interpersonal skills and the ability to show empathy and build rapport.
• Deliver results - take accountability and push yourself and your team for results.
• Experience or want to lead a team by providing ongoing communication, leadership, coaching, development and performance management in line with the organizations internal frameworks

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.
If this job isn't quite right for you but you are looking for a new position, please contact me for a confidential discussion about your career or you may like to check out our other current vacancies on https://www.randstad.com.au/job-seekers/.
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.
Skills
financial hardships, Financial Assistance, Asset Risk Management, Supervisor, Team Leader,
Education
Secondary School/High School