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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
Joining the Credit Management team, you will manage and respond to vulnerable members experiencing financial hardship. You will proactively assist these members by finding a suitable variation to their credit contract that meets their needs as well as the business outcomes. Overall, you will support our vulnerable members in the moments that matter through enhanced service and advice.
All appointments to secondments will be in line with the secondment policy
Your key responsibilities will include:
- Reviewing and assessing requests for hardship assistance
- Maintaining a clear understanding of relevant legislations and HPC’s risk appetite
- Minimising the level of delinquent accounts and bad debt write-offs through the development and implementation of effective collection techniques
- Maximising operational efficiency and focusing on productivity to ensure service level agreements are met
- Championing continuous improvement opportunities that will enhance our members` experience
- Demonstrating compliance with policies and procedures to effectively operate within Heritage and People's Choice risk appetite
About you
You are a self-motivated individual with an innate ability to put yourself in our members shoes; showing empathy, respect and compassion at all times. With the ability to listen without bias or judgement you will build a strong level of trust with our members.
Your ability to interpret and apply legislative requirements into your daily work will be critical to your success.
We also seek:
- Proven experience in a hardship or collections role within the Retail or Financial Services Industry
- A strong passion for delivering member first outcomes
- Demonstrated ability to effectively communicate via all channels- written, verbal and phone with exceptional attention to detail
- Team players with an ability to work autonomously
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 COB Tuesday 30th January 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.
