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SalaryFinancial Hardship Team LeaderYour new companyJoin this leading non-bank lender who has been enabling homeowners and businesses to achieve their dreams by providing bespoke lending solutions to consumers and SMEs for more than 20 years. This well-established organisation is based in the Sydney CBD and is committed to providing innovative, fast and accessible lending solutions to homeowners, consumers and businesses across Australia and New Zealand. Respectful communications, quality commitment and their team are just some of the reasons why people love coming to work with them. They specialise in providing competitive rates that rival major banks and specialty lenders, with flexible terms and fast turnaround times.Your new roleAs a Financial HardshipsTeam Leader you will focus on managing the day-to-day activities of the Financial Assistance 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.Some of your 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.
- Ideally you will have a 2-4 years Financial Hardships experience and 1-2 years in leadership.
- 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
- Supportive and friendly environment where everyone is approachable
- Internal opportunities to cross train in other teams/areas of the business
- Competitive remuneration package with bonus potential
- Paid parental leave
- Up to 4 weeks remote work anywhere to connect with friends and family
- Other outstanding benefits including salary continuance, wellness hours, volunteer opportunities, salary packaging, EAP, Reward platform and external professional development opportunities
