Team Manager Hardship Bendigo and Adelaide Bank Bendigo, Australia
We've never been 'just a bank'. Just like you should never be 'just an employee'. We're united in our belief that in banking, better can be bigger, and together we're making it happen.
It starts here. With Bendigo Bank... and you.
Join our growing leadership team in our Mortgage Help Centre and drive a culture of customer care. You'll love the good you can do here: your hardship management and credit assurance experience will enable us to uplift the way we support our customers in financial difficulty.
As the Team Manager Hardship in our Mortgage Help Centre you'll make an impact by:
Leading the team to ensure we have exceptional customer service to provide tailored suitable solutions for our customers in Financial Difficulty. Leading a team of Hardship Officers: Create a high-performance team and culture, drive a high level of attention to detail and ensure all risks or shortcomings are identified with a "No surprises" team philosophy. Provide regular feedback and manage performance. Workshopping high risk and escalated files and quality checking team output with a focus on quality and ensuring completion within Policy and SLAs. Sharing results of hindsight reviews, customer experience reviews and feedback reviews with team members and implementing required actions. Upskilling and developing your team including the provision of individual feedback, coaching/training sessions and case study meetings. Supporting the implementation of change initiatives and process improvements, ensuring team ownership. This is a permanent full-time position. We offer flexible work options that put our people first, and a hybrid model of 60% based out of our Adelaide or Bendigo corporate office.
What you'll bring to the role: Experience in hardship management, credit assurance and/or Consumer lending, with the ability to review a customer's financial position and provide suitable solutions. Experience leading, upskilling and empowering direct reports. Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts. A calm and supportive approach to both staff and customers with the ability to use discretion and an empathy and understanding of customers who are vulnerable and/or experience financial difficulty. Good time management skills with the ability to prioritise, and manage team workloads to meet SLAs, while being agile to pivot quickly when needed. So, why work for us? Want big impact that matters? Here, you'll know your work directly benefits the customers and communities we all serve. Want to be more than just a number? Join a team that truly values you and the diverse contribution you make, every day. Want career opportunity AND flexibility? Achieve both here, where we know that balance and progression go hand in hand. You'll also get access to a great range of benefits, including:
Flexibility means different things for different people. Whether it's hybrid work, flexible hours, a compressed work week, job-sharing or something different, our flexible work options are designed to put people first. Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members. Opportunities to take your learning to the next level through our corporate university 'BEN U' or at an external provider of your choice. We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.
Still in two minds? Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box we still want to see your application!
We're making better, bigger. And we'll get there with you.
Now's the time to set your sights even higher - on the future you and the future career you deserve.
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