Collections Account Manager

at  ANZ Banking Group

Req ID: 66456
Department: AR Customer Services Ops Financial Wellbeing Assis
Division: Australia Retail
Location: Melbourne
About the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.
Collections Account Manager are front line staff members who work to recoup debt on delinquent accounts through the successful negotiation of payments from customers. At its most basic level this role involves contacting and being contacted by customers and liquidators/receivers/administrators with delinquent Business Loan accounts / Business Demand Deposit accounts up tp $1m and negotiating a payment of arrears or organising payment arrangements in order to minimise loss to the bank whilst maintaining strong levels of customer service. There is also strong emphasis on effective collaboration and communication with various departments involved in Small Business.
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Deliver results through the efficient actioning of accounts, both in terms of accounts worked in queues and/or incoming calls (depending on team allocation).
Field incoming customer enquiries (including those from internal customers or third parties such as solicitors and insolvency trustees), providing accurate and relevant information which shows an understanding of customer needs and expectations.
Work as a team to identify any issue trends and make recommendations for customer experience improvements in the area.
Use CADs (discretion) appropriately, making sound credit decisions based on the information available.
Aim for ‘first call resolution’; where this cannot be achieved, keep customers informed about the progress of their enquiry.
Ensure compliance of all known risk operating policies and practices are complete and up to date.
Role Location: 833 Collins Street, Docklands VIC
Role Type: Permanent, Full time, multiple roles available
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Proven ability to provide quality customer service.
Exposure to Excel, MS Word, Outlook, Internet explorer and the Windows interface is expected.
Excellent negotiation and communication skills (written & oral) to deal with a range of people.
Ability to work in a faced paced environment where targets need to be reached.
Strong numerical skills
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So, why join us?
As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.
But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com.
Job Posting End Date
27/05/2024, 11.59pm, (Melbourne Australia