IBA Level 4 $89,247 - $94,635
Adelaide, Alice Springs, Brisbane, Broome, Cairns, Darwin, Melbourne, Perth, Sydney, Tamworth or Wagga Wagga
The Service & Support team consists of Relationship Officers (2 FTE) responsible for undertaking service requests from the national Relationship Management team as well as undertaking ‘light touch’ duties in managing a portfolio of Business Solution customers. The Service & Support team includes the Business Solutions Customer Contact Centre (3 FTE) responsible in supporting the national Business Development team by actioning customer enquiries on the phone and online. The Service & Support model’s core function is to support the cross-functional teams in Business Solutions, service customer enquiries and deliver the best service every time.
Role:
The Relationship Officer reports to the Team Leader, Service & Support and is responsible for managing a portfolio of small business customers and their loans during any stage of the business and loan life cycle. Provide support to the Relationship Management team by actioning varying service requests including providing support to the Customer Contact Centre (CCC) in accordance with IBA policy and procedure and with particular emphasis on improving customer business acumen, monitoring and supporting business performance, identifying and supporting business growth strategies and credit risk management activities.
Duties:
- Under supervision but with a degree of independence, manage a portfolio of customers, who are operating small businesses, and their loans within IBA policy & procedures.
- Prompt and efficient actioning of service requests; management of workflow across cross-functional teams and action Customer Contact Centre online and phone enquiries when required.
- Customer engagement and relationship building to fully understand the businesses’ performance. Assist in identifying areas for business improvement and possible growth opportunities. Assist in supporting the development of customer business acumen.
- Assist in the early identification of business risks and assist IBA in the development and implementation of strategies and solutions to manage the risk.
- Manage a portfolio of customers to deliver an exceptional customer service experience and display a commitment to quality customer service and placing the customer at the centre of everything you do.
- Collect and analyse financial statements, reports and other information (as required).
Accurately capture, manage and report information.
- Management of arrears, non-performing loans, turnaround and voluntarily exit processes.
- Tracking customer performance and revising risk management plans, conducting business reviews and customer visits as required.
- Coordination of the loan documentation and drawdown processes and ensuring customers are supported throughout.
- Other duties as required.
Required capabilities:
These are essential unless otherwise indicated.
Knowledge
- Displays Aboriginal and Torres Strait Islander cultural capability:
- awareness and understanding of Aboriginal and Torres Strait Islander societies and culture as well as the demonstrated ability to liaise, communicate and negotiate sensitively and effectively with Indigenous individuals and communities;
- awareness and understanding of Australian Indigenous issues particularly as they relate to small business.
- Tertiary qualifications in accounting, business or commerce or at least 3 years’ experience in small business, accounting, banking or finance is desirable.
Attributes
- Significant level of personal drive and integrity including:
- professionalism and probity
- engaging with risk and showing personal courage
- commitment to action
- promoting and adopting a positive & balanced approach to work
- self-awareness and commitment to personal development.
Skills and Experience
- Relating to the small business sector, demonstrated experience portfolio management and customer relationship management, displaying a commitment to quality customer service and to the customer being at the centre of everything.
- Significant standard of business acumen and knowledge & understanding of small business concepts/operations/management, financial analysis and commercial lending. The ability to discuss business needs, risks and the ability to assist in formulating and implement strategies and solutions.
- Ability to negotiate confidently and communicate with influence, clarity and ability to understand and adapt to an audience.
- Practical knowledge of legal concepts together with a strong working understanding of commercial transactions, securities and litigation processes.
- Significantly results focused and effective as a team member and more broadly across an organisation and under limited supervision and direction.
- Proficiency in Microsoft suite of products - primarily Word, Excel and Outlook.
Prerequisite requirements:
- Current driver’s licence.
- Willingness and ability to undertake regional and remote travel as required, including overnight absences at least once each month.
Reference documentation: www.iba.gov.au
- About Us – Our Values
- About Us – Working at IBA
- About Us – News and Publications – Annual Reports
Further enquiries: Gordon Jeffrey 0491 848 592 or Email: gordon.jeffrey@iba.gov.au
Applications: Online via Jobs - Indigenous Business Australia (iba.gov.au) or
mail to: IBA Recruitment, PO Box 650, Fyshwick ACT 2609
- Resume
- Maximum 800-word pitch, addressing “Required Capabilities”
Closing date: 27 January 2025
