About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

 This role is responsible for managing a portfolio of delinquent products including credit cards, personal loans, commercial accounts, auto leasing and secured assets such as mortgages. These positions aim to minimise the bank's credit loss by recovering account arrears and working with the customer to provide sustainable financial solutions for customers through execution of processes and complex decision making in line with credit policy.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type:Permanent 
Role Location:L8A/833 Collins St Docklands ,VIC 3008
Work Hours: 40
 

What will your day look like?

The Complex Case Manager assists in management of collections accounts generally greater than 90 days in arrears and requires end-to-end action be taken inclusive of liaising with third party providers where necessary. The incumbent is expected to provide quality, timely account strategies to minimise losses and maximise recoveries for ANZ and the collections portfolio.  The incumbent will perform governance functions over third party providers and provide direction or alternative strategies as required. 

As a Complex Case Manager, you are expected to: 
•     Escalate complex or sensitive matters to senior case manager or manager as necessary
•     Customer resolution - focus to prevent accounts from proceeding to next litigation phase
•     Ensure thorough understanding of referral criteria from each of the feeder teams for delinquent accounts
•     Ensure the accuracy, integrity and timeliness of all collections processes
•     Review new matters into the collections team for adherence to referral criteria
•     Ensure reviews are completed within guidelines with particular emphasis on valuations and provisioning
•     Arrange occupancy checks of security property as required - progress matters through all internal/legal processes to reach a satisfactory outcome as necessary
•     Review and approve recommendations to progress matter to seek judgment for debt & possession where appropriate
•     Recommend to management matters to proceed to eviction
•     Ensure settlements are diarised and actioned in accordance with documented processes
•     Conduct post-settlement validation process to ensure accounts actioned appropriately
•     Regular review and provisioning of accounts where required
•     Provide guidance as necessary to third party providers
•     Ensure the accuracy and relevance of documented processes.
•     Ensure regular internal reporting and account reviews are completed as required
•     Accurately record service breaches on Incident Tracker register  
•     Evaluate own performance in relation to ATOM, cycle time and exit outcomes

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

•    Experienced and advanced knowledge of collections processes and operational requirements of the team
•    Proven ability to work in a fast-paced environment with challenging targets
•    Excellent knowledge of relevant credit legislation (Debt Collection Guidelines, NCCP, Trade Practices Act, Privacy Act)
•    Excellent negotiation and communication skills (written & oral) to deal with a range of people
•    Strong problem-solving ability to investigate situations, isolate facts and determine appropriate action
•    Strong Knowledge of CAP, CTA, Hogan and general banking processes 
•    Awareness of relevant credit legislation (Debt Collection Guidelines, NCCP, Trade Practices Act, Privacy Act)

 
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?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

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, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 125416 .
 

Job Posting End Date

, 11.59pm, (Melbourne Australia)