Posted:
10/1/2024, 11:39:37 AM
Location(s):
New South Wales, Australia ⋅ Sydney, New South Wales, Australia
Experience Level(s):
Expert or higher ⋅ Senior
Field(s):
Customer Success & Support
The Financial Hardship and Collections teams are an important function supporting Angle Auto’s customers in the moments that matter.
The Team Leader Financial Hardship is responsible for leading the delivery of customer centric & compliant outcomes when customers are experiencing financial difficulty.
In this role you will leverage your industry experience and leadership skills to help mature and support our Hardship capability across people, process and systems. In return we will provide you with the opportunity to grow and develop a front-line customer facing team, contribute to the evolution of process and policy and access to senior stakeholders who can support your ongoing development.
Key Responsibilities;
Lead & develop a team of front-line Financial Hardship consultants focused on customer experience and first point resolution.
Monitor and allocate workflow on a daily basis.
Leads responses, including direct customer engagement, to complex case management.
Perform quality assurance (QA) and conduct coaching to ensure the highest levels of customer experience and compliance are meet across the portfolio - inclusive of wing-to-wing file reviews, call reviews and written (email/ letter) reviews.
Present outcomes at internal forums, including to Senior Management audiences.
Maintains relationship with financial councillors, National debt helpline & other applicable customer advocate groups.
Support complaints management through calibration on AFCA or regulatory responses relating to Hardship.
Conducts regular review of standard operating procedures to ensure adherence to community standards and regulatory benchmarks.
Collaborate with Collections, Customer Care and Dispute resolution team leaders to drive first point resolution.
Key Stakeholders;
Angle Auto Customers
Financial Councillors
Collections Team (outsourced to NCML)
Service Leadership team
Risk & Compliance
Head’s of and Group Executive’s from Operations & Risk
Qualifications & Experience;
Demonstrated experience in Financial Hardship related to regulated financial products with bank, non-bank funder, customer advocacy body or debt collections agency
Demonstrated experience leading and developing a team of front-line customer facing consultants
Demonstrated experience supporting customers in financial difficulty including dealing with challenging customers, negotiation and resolving issues, acting with empathy
Thorough knowledge & appreciation of regulated financial products compliance requirements – ie, Financial Hardship, Debt Collection Guidelines, Complaints, etc, especially ASIC RG’s relating to Hardship support, including managing response times and response quality expectations.
Our Principles
Do what’s right
We have good intent and we do the right thing
Bold and courageous
We challenge, evolve and innovate for sustained success
Own it and deliver
We’re accountable
Win together
We collaborate and encourage each other to thrive
Celebrate success
We appreciate and celebrate our achievements
How to apply
Select the 'Apply' button above to send your resume through to the Talent Acquisition team.
Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.
Website: https://angleauto.com.au/
Headquarter Location: Sydney, New South Wales, Australia
Employee Count: 101-250
Year Founded: 2021
IPO Status: Private
Industries: Commercial Lending ⋅ Financial Services ⋅ Lending ⋅ Personal Finance