Customer Support Consultant
Core
Proactively manage early-stage delinquent accounts by identifying, assessing, and supporting customers experiencing financial difficulty to minimize delinquency and bad-debt exposure.
Role type
Senior IC collections and recoveries consultant
Builds
Collections outcomes and risk mitigation for Bank Australia and Qudos Bank
Domain
Banking / Credit Risk / Debt Recovery
Deliverable
client delivery
Required skills
early-stage collections, credit and debt recoveries, financial hardship support, compliance with lending and regulatory requirements, case management, performance monitoring, stakeholder liaison
Preferred skills
Cert III Mercantile Agent or similar certification, experience with collections management systems and core banking software
Responsibilities
Manage an allocated portfolio of early-stage delinquent accounts; Engage customers using ethical, professional, and customer-focused recovery practices; Ensure compliance with lending, collections, hardship, and regulatory requirements; Complete daily administration and case management tasks; Monitor outcomes including delinquency levels, recoveries, complaints, and compliance metrics; Identify opportunities to improve collections processes, efficiency, and customer outcomes
Seniority
Mid-level, hands-on IC