Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

Reporting to the Team Leader, Collections & Recoveries, the Customer Support Consultant is responsible for proactively managing early-stage delinquent accounts. The role focuses on reducing delinquency and minimising bad debt exposure through timely, customer-centric interventions that comply with regulatory obligations and organisational policies. The role also involves identifying, assessing, and assisting customers experiencing financial hardship or vulnerability.

What you will be doing

- Manage a portfolio of early-stage delinquent accounts, including collecting arrears, resolving overdrawn and overlimit positions, and establishing sustainable payment arrangements. Identify customers experiencing hardship or vulnerability and provide appropriate support and solutions to minimise arrears, reduce losses, and improve customer outcomes.
- Engage customers using ethical, professional and customer‑focused recovery practices.
- Ensure compliance with lending, collections, hardship and regulatory requirements, identifying and reporting risks or incidents as required.
- Complete daily administration and case management tasks in line with departmental rosters and service expectations.
- Monitor outcomes including delinquency levels, recoveries, complaints and compliance metrics.
- Identify opportunities to improve collections processes, efficiency and customer outcomes.
- Work collaboratively with internal teams across the Customer Division, Risk, Finance, Technology and Complaints.
- Liaise with external stakeholders such as solicitors, mercantile agents, credit bureaus and government agencies as required.
- Perform additional duties as directed by the Team Leader, Collections & Recoveries.

What you will bring

- Minimum 1 years’ experience in banking, mortgage collections.




- Demonstrated experience in early-stage collections, recoveries and supporting customers experiencing financial hardship, with the ability to deliver effective resolutions while meeting customer regulatory, and business requirements.
- Excellent written and verbal communication, negotiation, and conflict-resolution skills, combined with a curious and proactive approach to customer engagement. Demonstrates the confidence to ask insightful questions, seek clarity, and gain a comprehensive understanding of each customer’s individual circumstances, enabling the delivery of appropriate, tailored solutions and positive customer outcomes.
- Intermediate proficiency in Microsoft Office suite.
- Tenacity and resilience, able to manage challenging cases and pressure while remaining focused on fair outcomes.
- Strong customer‑centric mindset, balancing assertive recovery with empathy, respect and fairness for customers experiencing hardship or vulnerability.
- Strong attention to detail, with experience monitoring performance, tracking outcomes and maintaining accurate records.
- Valuable understanding of relevant legislation, banking codes, Debt Collection Guidelines and compliance obligations.
- Proficiency with collections management systems and core banking software.
- Ability to work collaboratively with internal teams and engage professionally with external stakeholders.
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

Why join us

- We have big plans to become Australia’s leading purpose-driven bank.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.




- Every role and person in our bank are essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 14% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and subsidised gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender or carer responsibility), fertility treatment, volunteer, bereavement, gender transition and family violence leave, and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities.

We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.

📌 Customer Support Consultant (Sydney)
🏢 Bank Australia
📍 Sydney