Account maintenance
Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who
may be effected by your conduct in the workplace

Analyse existing and proposed methods and procedures in the Consumer Finance business unit to proactively develop new ways to
increase efficiency and streamline processes
Assisting and encouraging the development of objectives, strategies and plans aimed at achieving customer satisfaction and the efficient
use of resources in the department;
Building strong business relationships with key stakeholders
Comply with relevant legislation including and not limited to Privacy Act, National Consumer Credit Protection act, Collections, Anti Money Laundering


Contribute to interviewing and recruitment of new/replacement staff.
Contribute to setting and reporting on individual/group statistic targets and KPI’s to provide indication of performance and efficiency
Develop and train team members and business partners
Display a Count On Me! service to all internal and external parties.
Display innovation through inspiring, creating and improving processes and products.
Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team
and empower each other wherever possible.
Ensure all audit requirements are met
Ensure the robustness and integrity of data provided
Ensuring daily workflow and timelines are achieved with accuracy
Investigate and resolve issues that arise from data maintenance
Leading team meetings and encouraging active participation with relevant input and feedback.
Maintain resources in line with budget
Management of the month end process ensuring all aspects are considered and able to prepare, execute, review and analyse month
end results including key drivers, trends and KPI's
Oversee the portfolios within Consumer Finance and ensure high currency rates and low defaults
Oversee the support systems for Consumer Finance; i.e. automated dialler
Overseeing, monitoring and approving or referring lending proposals to ensure adherence to credit policies
Performance development, management and review of team members daily, weekly, monthly, annually
Plan assign and direct work to the teams ensuring the completion of daily/weekly tasks
Regular quality audits via call and account monitoring of staffs providing direction and examples of quality service and offering feedback
to individuals on ways to improve.
Regularly review the status of all accounts receivable portfolios including collections to ensure that accounts receivable maintains high currency & low default rates
Review and verification of financial results
Review daily postings to ensure correct application of monies
Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
Take responsibility of escalated issues/complaints for internal and external customers

Willingness to participate in a rotation to other functional areas of the department for training and upskilling purposes






KEY POSITION CRITERIA:


Ability to travel locally and overseas as needed
Commitment to continuous improvement strategies and attention to detail
Demonstrable use of reporting and analytical tools including MS Excel, Access and like applications
Excellent interpersonal and communication skills
Excellent time management, multitasking and organizational skills with the ability to delegate appropriately

Experience leading an outbound and inbound contact centre
Familiarity with a variety of collections concepts, practices, strategies and procedures

***-rate customer service
***-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution
Flexibility, with a willingness to undertake a wide variety of tasks in a fast paced environment and able to prioritise work
Intermediate knowledge of Microsoft Office programs

Partake in training and staff meetings
Previous experience managing, supervising, motivating and inspiring staff
Self-motivated leader with demonstrated commitment to outstanding customer service
Significant experience managing,
Solid understanding & experience in financial services industry – Collections/Accounts Receivable
Strong understanding of the regulatory credit risk framework under NCCP & ACL (or willingness to learn)
Strong analytical skills and ability to problem solve and improve processes
Strong leadership with a positive demeanour to motivate staff and promote a positive team environment
Work autonomously in a fast paced environment as well as within a team across many business units
Work well with minimal direction