SBB Case Manager

As a Small Business Collections Associate in our Customer Financial Wellbeing Assist SBB late stage collections team, you’ll play a key role in helping customers achieve sustainable outcomes. The SB Collections Associate are front line staff members who work to recoup debt on delinquent accounts through the successful negotiation of payments from customers. At its most basic level this role involves contacting and being contacted by customers and liquidators/receivers/administrators with delinquent Business Loan accounts / Business Demand Deposit accounts up tp $1m and negotiating a payment of arrears or organising payment arrangements in order to minimise loss to the bank whilst maintaining strong levels of customer service. There is also strong emphasis on effective collaboration and communication with various departments involved in Small Business.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full time
Role Location: 833 Collins Street, Docklands VIC

Multiple roles available

What will your day look like?

As an SB Collections Associate, you will:
Deliver results through the efficient actioning of accounts, both in terms of accounts worked in queues and/or incoming calls (depending on team allocation).
Negotiate payment arrangements where account holders are unable to meet the requirements of contractual payments.
Manage accounts in Liquidations up to threshold of $250k by liaising with liquidators/ receivers/ administrators
Provide customers with all relevant information about their accounts (transfer calls and accounts to appropriate departments where necessary), and answer their enquiries accurately
Aim for ‘first call resolution’; where this cannot be achieved, keep customers informed about the progress of their enquiry.
Follow Collections (and broader bank) procedures and strategies and base decisions on these, working within individually assigned CAD and legislation.
Use CADs (discretion) appropriately, making sound credit decisions based on the information available.
Focus on team goals, and actively assist team members toward the achievement of minimising loss and the number of delinquent accounts
Ensure compliance of all known risk operating policies and practices are complete and up to date.
What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Proven ability to provide quality customer service.
Exposure to Excel, MS Word, Outlook, Internet explorer and the Windows interface is expected.
Excellent negotiation and communication skills (written & oral) to deal with a range of people.
Ability to work in a faced paced environment where targets need to be reached.
Strong numerical skills

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

. You can apply for this role by visiting ANZ Careers and searching for reference number +1653 .

Job Posting End Date

0+/04/2026 , 11.5+pm, (Melbourne Australia)