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.