Relationship Officer

Position no 5048
Level IBA Level 4 ($78,739 – $83,493)
Location Brisbane
Program Business Solutions
Section Relationship Management
Duration Ongoing
Contact Greg Ellis via phone 03 9920 6020 or email
Closing date 30 June 2019
Applications How to apply for this role


Indigenous Business Australia is a unique organisation that promotes and encourages self-management, self-sufficiency and economic independence for Aboriginal and Torres Strait Islander people.

Established under the Aboriginal and Torres Strait Islander Act 2005, IBA’s programs provide the means for Indigenous Australians to create wealth and accumulate assets, take up investment opportunities, create business enterprises that provide additional employment opportunities, and to purchase homes.

It achieves these outcomes by applying a commercial focus, and by building mutually respectful and productive partnerships with Indigenous Australians, government, non-government and private sector organisations.

Through the Business Development and Assistance Program, administered by the Business Solutions Branch, IBA helps Aboriginal and Torres Strait Islander peoples to start, acquire and grow commercially viable businesses by providing pre-business guidance, business finance, business development and business support at all stages of the business life cycle.

The Relationship Management Team oversees the IBA Business Solutions loan customer portfolio.


The Relationship Officer reports to the Team Leader and manages a portfolio of small business customers and their loans during any stage of the business and loan life cycle. This is done 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.


  • 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.
  • 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.
  • 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.
  • Exercise Delegations in accordance with IBA policy & procedure.

Required capabilities (selection criteria)

These are essential unless otherwise indicated.


  1. 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.
  2. Tertiary qualifications in accounting, business or commerce or at least 3 years’ experience in small business, accounting, banking or finance is desirable.


  • 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

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