Quality Assurance for Hardship and Collections
Must have:
- Prior experience in a quality assurance or compliance role is preferred.
- Sound knowledge and demonstrated understanding of current ASIC Debt Collections Guidelines, NCCP, Privacy Act, APRA APS 220 and COBCOP as well as IDR and EDR processes.
- Australian Citizen or Permanent Resident only
...
Your new company
Join this leading non-bank lender who has been enabling homeowners and businesses to achieve their dreams by providing bespoke lending solutions to consumers and SMEs for more than 20 years. This well-established organisation is based in a brand new office in the Sydney CBD and is committed to providing innovative, fast and accessible lending solutions to homeowners, consumers and businesses across Australia and New Zealand.
Respectful communications, quality commitment and their team are just some of the reasons why people love coming to work with them. They specialise in providing competitive rates that rival major banks and specialty lenders, with flexible terms and fast turnaround times. If you have experience delivering financial assistance to those facing financial hardship and a solid understanding of regulatory guidelines, this could be the role for you!
Your new role
The Quality Assurance Administrator supports the Financial Assistance and Collections teams by conducting compliance reviews, monitoring adherence to regulatory and internal policies, and providing insights to improve processes. This role is integral to ensuring the organization maintains high standards in customer care and regulatory compliance.
Some of your responsibilities will include:
- Quality Monitoring:
- Conduct regular reviews of hardship and collections cases to ensure compliance with ASIC guidelines and internal frameworks.
- Assess documentation and communication for adherence to established standards.
- Reporting and Insights:
- Provide detailed feedback to team leaders on QA findings and trends.
- Contribute to monthly and quarterly compliance reports.
- Process Improvement:
- Identify gaps in processes or training needs based on QA reviews.
- Suggest enhancements to improve customer outcomes and compliance.
- Support and Collaboration:
- Work closely with the Financial Assistance and Collections teams to address QA concerns.
- Ensure timely resolution of any identified compliance issues.
Your skills and experience
- Prior experience in a quality assurance or compliance role is preferred.
- Knowledge ASIC’s regulatory expectations is an advantage
- Proficiency in Microsoft Office Suite, particularly Excel and Word.
- Analytical skills with a strong attention to detail.
- Effective communication skills, both written and verbal.
- Experience reporting and record keeping.
- Ability to work collaboratively in a fast-paced environment.
- A thorough understanding of the hardship application process.
- Experience in a role that is multi-tasked and requires quick and decisive action
- Ability to work as part of a team.
Your benefits
- Supportive and friendly environment where everyone is approachable
- New CBA office close to public transport
- Internal opportunities to cross train in other teams/areas of the business
- Competitive remuneration package with bonus potential
- Paid parental leave
- Up to 4 weeks remote work anywhere to connect with friends and family
- Other outstanding benefits including salary continuance, wellness hours, volunteer opportunities, salary packaging, EAP, Reward platform and external professional development opportunities
You will love working with them!
Your next step
Does this sound like something you are interested in? If the answer is ‘Yes’ then we would love to hear from you!
Simply click ‘Apply’ now and attach an updated copy of your CV, or if you have any questions and wish to have a conversation contact me on ella.murraygolden@randstad.com.au or on 0426 686 033.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
