Customer Relations Officer - Collections

Location Parramatta, New South Wales
Discipline Accounting & Finance
Job reference 106563
Salary AU$40 - AU$41 per hour

Our client is one of the leading banks operating globally. They are currently looking for a Collections Officer for an initial 6 months contract (with high possibility of rolling extension) to be based out their Sydney office.

Role: Customer Relations Officer -Collections

Location: Parramatta

Role Type: Approx. 6 months contract with rolling extensions or possibility of permanency

Principal Accountabilities:

  • Liaising with various teams including Compliance, Collections & Recoveries, Business Risk and Legal as part of complaint investigations and preparation of response letters. Where gaps are identified, actively participating in closing off any compliance issues that may have been identified during the complaint investigation
  • Aiding and support to Complaints Conduits and acting as a referral point for internal stakeholders for complaints they are dealing with.
  • Managing redress costs and ensuring all payments are made within approved limits when offering compensation in resolution to a complaint
  • Building and maintaining strong relationships with the team and stakeholders across all areas of Retail Banking
  • Investigating complaints and responding to customers who have raised a collections dispute (including default listings).
  • Responsible for setting up and updating complaints logged in the Complaints database and updating notes of accounts throughout the lifecycle of complaints.
  • Managing the Collections Inbox. Effectively allocating complaints to the correct department to assist in resolutions and promptly sending acknowledgement letters and/or emails for the complaints that cannot be resolved as First Contact Resolution
  • Processing the monthly invoice from AFCA

If you meet the above criteria, please submit your application at or apply now. Please note that only shortlisted candidate will be contacted for a confidential discussion.

Punam Ahluwalia

Technology & Digital
Key Accounts Consultant
Let's Connect
+ 61 3 8633 4112

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