Team Leader - Hardship

Who We Are We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence across Australia, the UK and NZ. A total portfolio under management of $2.5 Billion and over 1200 employees. https://www.sgfleet.com/au SOME OF OUR PERKS INCLUDE Recharge and relax with up to four extra days of leave each year. We call them Wellness daysWe offer industry leading 20 weeks paid parental leaveSave plenty with vehicle salary packagingMonetary service milestone awardsRecruitment referral bonusDiscounted mobility products and servicesFlexible work arrangementsCareer progression opportunities (over 25% of our vacancies get filled internally!)Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and moreTwo paid volunteer days each year to give back to causes that matter to youHealth and wellbeing support including a subsidy and an innovative Employee Assistance Program at celebrates your successWellness programs and access to an Employee Assistance ProgramOngoing training and development opportunities to take your career to the next levelA range of discounts on cars and car servicing, as well as access to salary packaging. ABOUT THE ROLE… This position is responsible for supporting organisational goals by managing the collection function associated with direct customers and when requiring hardship support, maintaining, and fostering professional relationships with internal and external customers, minimising the organisations exposure to risk, developing policies and procedures for managing financial hardships, and delivering on agreed KPIs and reporting framework. This role also involves liaising closely with the Team Leader, Collections in relation to debt recovery matters and contributing to the development of supporting strategies. Tasks And Responsibilities Provide training, coaching and guidance to team members to uplift engagement and capability, ensuring the team achieves specified targets. Support a culture of continual learning / business improvement and service excellence, ensuring that all team KPI’s are met, and all activities completed are conducted within the compliance, legal and ethical standardsRespond to customer enquiries relating to hardship and develop tailored solutions in accordance with Company Policy and statutory requirements.Monitor client accounts by developing and undertaking reporting and auditing of vulnerable accounts, ensure timely reporting to management and initiate proceedings to recover monies owing to sgfleet, including overseeing the recovery of assets and/or legal action due to non-paymentConduct statistical analysis and reports on Hardship bad debts, recovery rates, bankruptcies, and delinquencies.Managing the invoicing and direct debits processes, complete month end processing, regular and adhoc reporting, regular review of all ledgers with recommendations of any bad debt write-offs, including reconciliationsEstablish strong professional relationships with the Client Relationship team to ensure there are clear communication lines, client expectations are managed, and discrepancies are managed in a timely, accurate and professional manner, and from time to time meet with clients to explain credit and collection policies to support the partnership model.Assist in other areas of the Collections department as required. SKILLS AND EXPERIENCE Experience in managing and coaching a high performing teamExperience in an Accounting function, preferably Collections/Financial hardship experienceExcellent training and coaching skills. Ability to provide feedback constructively and handle difficult conversations productivelyAdvanced spreadsheet skills in Excel, including reconciliationEffectively communicating both verbally and in writing. Demonstrating good listening and probing skillsHas strong technical and numerical skills, shares knowledgeStrong finance, commercial and business acumenStrong organisational and prioritisation skills - meets specified deadlines and reports regularly on progressStrong attention to detailDemonstrates an understanding of relevant legislation and regulations (e.g. Consumer Credit Code, etc)Numerical, problem solving and analytical skills WHAT'S NEXT We'd love to hear from you if you're ready to take on your next challenge at a company that embodies diversity, work-life balance, and career development. We are a proud equal opportunity employer. Interviews may take place prior to closure date for applications. To give yourself the best chance of selection, please do not leave your application to the application 'close' date. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.