• Work from any one of our corporate offices around Australia
• Full time
• Hybrid work arrangements

Beyond Bank is one of Australia's largest, 100% member-owned mutual banks with a credit union heritage. We provide personal, business and community banking to more than 300,000 members and operate over 50 branches nationally.

Our vision is to create better lives by caring for our members and communities.

Beyond Bank is a Certified B Corp, meeting high standards of social and environmental impact. We are proud to use our business to drive positive outcomes that benefit our members, communities and people.

Our values of Member Obsession, Empowering Communities, Shared Ambition and Championing Sustainability are integral to all that we do and are the standards to which we hold ourselves. The way we work is also demonstrated by the behaviours that we are accountable to uphold: Own It, Call it Out, Be Respectful, Bring Your A Game, Make A Difference and Right Things Right Way.

As Head of Member Support, you'll lead Beyond Bank's collections, hardship, recoveries and the deceased estate functions, helping members navigate financial difficulty and challenging circumstances with empathy, fairness and care. This senior leadership role combines strategic direction, operational excellence and people leadership to deliver strong member outcomes, sustainable portfolio performance and regulatory compliance.

Working across the business, you'll drive continuous improvement, lead a high-performing team and play a key role in advancing Beyond Bank's purpose of improving the financial wellbeing of our members.  Key focus areas include:

• Lead Member Support Operations
  Provide strategic and operational leadership across Collections, Hardship, Recoveries and Deceased Estates, ensuring strong portfolio performance, effective case management and positive member outcomes.
• Champion Member Care & Vulnerability Management
  Lead specialist support services for members experiencing financial difficulty, vulnerability, bereavement or complex circumstances, ensuring outcomes are delivered with empathy, fairness and in accordance with regulatory obligations. This aligns with the proposed care function supporting hardship, vulnerable customers, complex case management and deceased estates.
• Drive Risk, Compliance & Governance
  Maintain a strong control environment across all member support functions, ensuring compliance with legislative requirements, the Banking Code of Practice, internal policies, complaints management obligations and risk frameworks.
• Deliver Operational Excellence & Continuous Improvement
  Drive service excellence through effective workflow management, performance monitoring, process simplification, automation and continuous improvement initiatives that improve member experience, increase efficiency and reduce operational risk.
• Lead People & Stakeholder Outcomes
  Build and develop a high-performing team, fostering a culture of accountability, care and continuous learning. Partner effectively with Lending, Risk, Legal, Operations and external stakeholders to resolve complex matters, influence outcomes and deliver organisational objectives.

In this role, you will

• Lead Beyond Bank's collections, hardship and recoveries functions, delivering strong portfolio performance while supporting positive and sustainable member outcomes.
• Champion a member-first approach by ensuring fair, personalised and accessible support for members experiencing financial difficulty or vulnerability.
• End-to-End Deceased Estates Leadership - Lead the end-to-end delivery of the Deceased Estates function, ensuring estate matters are managed with accuracy, empathy and efficiency. Accountable for service outcomes, estate administration, account settlements, operational performance and the timely resolution of complex cases in accordance with legal and regulatory requirements.
• Member Care & Vulnerable Customer Support - Provide leadership across specialist member care services, including Deceased Estates, Financial Hardship, Vulnerable Customers and Complex Member Cases. Ensure members and estate representatives receive compassionate, respectful and professional support during sensitive life events while delivering fair and appropriate outcomes. 
• Regulatory Compliance & Risk Management - Ensure all deceased estate, hardship and collections activities are conducted in compliance with legislative, regulatory and internal policy requirements. Maintain robust controls for estate verification, documentation, complaints management, operational risk and audit obligations, protecting both members and the Bank.
• Operational Excellence - Drive operational excellence through effective service delivery, workflow management and continuous improvement. Monitor service standards, quality, productivity and member outcomes while identifying opportunities to simplify processes, improve controls and leverage automation to enhance efficiency and reduce risk.
• People Leadership Lead, coach and develop a high-performing team of Deceased Estates specialists and case managers. Build capability in complex case management, stakeholder engagement, regulatory compliance and sensitive member interactions while fostering a member-first, accountable and supportive culture.
• Stakeholder Management- Act as the senior escalation point for estate representatives, solicitors, administrators and internal stakeholders. Build strong relationships across Operations, Lending, Risk, Legal and Member Services to ensure effective case resolution, consistent decision-making and positive member outcomes

About you

• You bring significant leadership experience in collections, hardship, recoveries, credit or lending within a regulated financial services environment, supported by extensive experience across consumer and commercial lending.
• You have deceased estates experience or ability to demonstrate ability to manage regulatory requirements and service standards
• You have strong knowledge of banking, hardship and collections regulations, including NCCP, ASIC requirements, the Banking Code of Practice and broader industry obligations.
• You have a proven ability to develop and execute collections and hardship strategies that deliver strong member outcomes while effectively managing risk, governance and regulatory expectations.
• You are an empathetic and empowering people leader with a track record of building high-performing teams, developing capability and leading through change.
• You are highly analytical, commercially minded and influential, with the ability to interpret portfolio performance and impaired asset data, manage complex stakeholder relationships and drive continuous improvement.
• You have significant leadership experience across collections, hardship, recoveries, lending operations or credit management within a regulated financial services environment.
• You have demonstrated capability managing vulnerable customer, hardship, deceased estate or complex case management functions.
• You have a strong understanding of banking regulation, compliance, governance and risk management requirements, including NCCP, ASIC guidance and the Banking Code of Practice.
• Proven ability to balance member outcomes, commercial performance and regulatory obligations.
• You have a highly developed leadership, coaching and change management skills, with a track record of building engaged, high-performing teams.
• You have strong analytical and commercial acumen, with experience interpreting portfolio performance, identifying trends and driving operational improvement.
• You have excellent stakeholder management and influencing skills, with the ability to navigate complex matters and achieve positive outcomes.

See yourself in our team

You will be joining a group of dedicated professionals who work tirelessly to provide exceptional support to our members. Whether you are working face-to-face, online, or over the phone, you will be committed to ensuring that our members receive the best possible experience with our company.

Why work for Beyond Bank?

We welcome candidates who reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for our roles.

Beyond Bank is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or modifications for accessibility to our locations, please contact us at [email protected]

There are even more benefits:

• Additional 3 paid work-life balance days
• Paid community volunteer days to support community organisations across Australia
• Access to employee discounts, health and wellbeing initiatives, employee and family assistance, plus more
• A flexible and diverse working environment
• Career development opportunities, training and coaching

By joining Beyond Bank, you will have the opportunity to work alongside talented professionals who will support and encourage you to achieve your full potential. If you are passionate about people and want to make a difference, we would love to hear from you.
 

What does our recruitment process look like?
The process can include a phone screen, video screen, virtual or face-to-face interview, psychometric testing, and all relevant background checking. Some positions may require undergoing 4 weeks of mandatory full training.

To find out more about Beyond Bank visit beyondbank.com.au

Applications close 30th September 2026.

As a Certified B Corp, we use our business as a force for good.

We kindly request that recruitment agencies do not contact us regarding this vacancy. We are managing this recruitment process internally and do not require agency support at this time.

We are unable to accept email applications, please ensure that you submit your application via the online portal.

By applying for this opportunity you are providing consent for Beyond Bank Australia to conduct all pre-employment screening checks (APRA, ASIC, Bankruptcy, National Criminal History Check, VEVO, Adverse Media Check and Reference Checks) at the expense of Beyond Bank Australia.