Customer Care Officer - Brisbane, Australia - Suncorp Group

Suncorp Group
Suncorp Group
Verified Company
Brisbane, Australia

4 weeks ago

Olivia Brown

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Olivia Brown

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Description

Suncorp are looking for a Customer Care Officer to join their Customer Assist team in Brisbane on a permanent full-time basis.


As a Customer Care Officer you will manage a portfolio of delinquent accounts in order to maximise debt recovery and minimise financial losses and risk to the Bank.


What you'll do

  • Manage inbound and outbound calls to customers to discuss their current financial situation and evaluate the risks whilst proposing individual recovery solutions.
  • Ensure compliance of all collections activities is adhered to in line with legislation inclusive of the Privacy Act, NCCP, Banking code of practice and ACCC Debt Collection regulations.
  • Handle complex cases requiring strong problemsolving skills, a deep understanding of company policies and procedures and excellent communication skills
  • Handle customer complaints, aiming to achieve an effective first call resolution
  • Manage and assist vulnerable customers, such as those experiencing financial hardship or emotional distress, demonstrating compassion and empathy to deliver personalised solutions.

What you'll bring

  • Previous experience in collections or related field would be highly advantageous.
  • Experience in customer service, banking or finance would be beneficial.
  • A passion for exceptional customer service
  • Ability to communicate effectively with customers, colleagues and other internal stakeholders, utilising both verbal and written communication methods
  • Knowledge of relevant laws, regulations and policies related to debt collection, such as Debt Collection Guidelines is beneficial but not mandatory
  • Ability to prioritise, take and manage workloads in a fastpaced dynamic work environment
  • Capability to deliver exceptional customer service, which involves demonstrating empathy, professionalism, and responsiveness to address customer and business needs.

What we can offer you
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Flexible ways of working: We embrace a hybrid working model, meaning employees can balance their time between working in the office and from home. We also provide a minimum of two days paid flexible leave (and up to four days after three years of service).
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Industry-leading parental leave:All permanent full-time and part-time employees who are primary carers are offered 20 weeks parental leave. Secondary carers are offered four weeks paid leave, with the option to nominate between being primary and secondary carer.
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Purchase additional leave: Maybe you need to take some additional leave? Our people have the option to purchase additional annual leave where required.
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Employee discounts: We also offer discounts across our brands and various products including Suncorp Bank, Suncorp Insurance, AAMI, Shannons, Apia and GIO.
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Study support:We encourage external learning and offer study support to eligible employees, so you can continue to broaden your career opportunities while you work.
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Parental Leave: All permanent employees who are primary carers are offered 20 weeks parental leave.
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Wellness: We offer a wide range of initiatives to promote our employees' health and financial wellbeing. This includes discounts on major brand health insurance, as well as discounted gym membership plans for our people.

  • Find our full list of benefits here
  • Employee benefits | Suncorp Group

Why you'll love working with us
We work hard to create the right environment for you to deliver on that commitment too.

By giving you the opportunities and support you need to grow your own career and perform at your peak - while making a meaningful impact for our customers and their communities.


Advertised: 30 Nov 2023 AUS Eastern Daylight Time

Applications close: 10 Dec 2023 AUS Eastern Daylight Time
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