Customer Vulnerability Specialist (Career Comeback Program)

• You are ready to re-enter the workforce in September 2025 after a career break, either on a part-time or full-time basis

• You’re an empathetic and solutions-focused professional with experience in banking or collections

• Join our 12-week Career Comeback Program and gain access to a tailored induction, personalised Career Coaching, L&D opportunities and much more!

Stepping back into your career? We’re here to support your next chapter.
If you’ve taken a career break of two years, this is your opportunity to return to meaningful work, with the structure, support and flexibility to help you succeed.
About the Career Comeback Program
Our 12-week Career Comeback Program is designed to support talented professionals as they re-enter the workforce. You’ll join us in a permanent role within our Risk business, with the support of a structured onboarding journey, including:

• A tailored induction and re-onboarding experience

• Dedicated Career Coaching and mentoring

• Professional development workshops to rebuild your confidence and help you thrive

• Ongoing guidance from a dedicated program manager

We also understand the importance of flexibility, whether you’re returning full-time or part-time. We offer hybrid work, with at least half your time spent connecting in the office each month, plus options for flexible start and finish times.
About the team
This is an exciting time to join our Group Credit Structuring – Small Business team. We partner with Small Business and Commercial Banking customers experiencing financial difficulty, offering support with care and compassion. We take the time to listen, understand vulnerability concerns, and work with our customers to find sustainable solutions; always acting with empathy, respect, and integrity.
About the role
As a Customer Vulnerability Specialist, you’ll use your credit or collections experience to support business customers facing hardship. You’ll apply sound judgment to develop strategies that aim to restore financial viability and preserve strong relationships with our customers. When recovery isn’t possible, you’ll guide respectful and considered outcomes that align with community expectations.
Your day-to-day could include:

• Managing a portfolio of business customers in financial difficulty

• Leading compassionate and empathetic conversations while making balanced, pragmatic decisions

• Using your credit and risk knowledge to assess financial positions and develop solutions

• Exercising a lending delegation and partnering with stakeholders across the Group

• Handling complaints with professionalism and care

• Contributing to team initiatives to enhance customer experience and drive continuous improvement

We’re looking for people who:

• Have been on a career break for two years or more (essential)

• Hold permanent Australian working rights

• Have prior experience in banking, collections, or experience running your own business

• Understand Australian restructuring and insolvency practices (preferred)

•  Are compassionate communicators who can balance empathy with commercial outcomes

• Are curious, decisive, and adaptable, with a desire to make a real impact

Ready to make your comeback? We’d love to support your return to work and help you thrive in your next chapter. To learn more about the Career Comeback Program, visit the program page.