Complex Case Manager – Collections & Credit Recovery

About the role

The Complex Case Manager is responsible for managing a portfolio of delinquent products, including credit cards, personal loans, commercial accounts, auto leasing and secured assets. The role aims to minimise credit loss by recovering arrears and providing sustainable financial solutions.

Key responsibilities

• Manage collections accounts over 90 days in arrears, including liaison with third‑party providers.
• Develop and execute quality account strategies to minimise losses and maximise recoveries.
• Escalate complex or sensitive matters to senior managers as needed.
• Conduct occupancy checks, arrange legal processes, and recommend actions such as judgment, possession, or eviction.
• Ensure accurate, timely processing, governance, and reporting of collections activities.

Required profile

• Advanced knowledge of collections processes and operational requirements.
• Proven ability to work in a fast‑paced environment with challenging targets.
• Strong understanding of credit legislation (Debt Collection Guidelines, NCCP, Trade Practices Act, Privacy Act).
• Excellent negotiation, communication and problem‑solving skills.

Required skills

• Knowledge of CAP, CTA, Hogan and general banking processes.