Hardships & Collections Consultant

A fantastic opportunity to join the team as a dedicated Hardship & Collections Consultant. This role is vital to help customer regain financial health with their loan. You’ll be part of a dynamic team that values integrity, collaboration, and delivering exceptional service. If you are passionate about customer service and have genuine customer care and empathy then this is the perfect opportunity.

Key Responsibilities:

• Deliver exceptional customer service to customers in sensitive and vulnerable situations using genuine care and empathy
• Explore options and provide sustainable solutions to bring customer accounts back into financial health
• Negotiate with customers to create sustainable solutions to their unique and specific situation
• Refer customers to independent financial advice or internal business partners as needed
• Build strong working relationships with team members and business partners
• Negotiate with customers to find sustainable solutions to their financial situation
• Achieve agreed key performance indicators and performance measures

Key Experience Required:

• Proven experience in collections/customer service role or similar
• Strong decision-making skills with the ability to balance commercial outcomes and customer needs
• Excellent verbal and written communication skills, with a focus on building trust and rapport
• High emotional intelligence to handle sensitive situations professionally
• A proactive mindset with the ability to manage competing priorities under pressure

Key Requirements:

• 38 hours per week working between Monday - Saturday, anywhere from 8.00am-8:00pm on a rotating roster.
• Must be able to pass a National Background/Police Checks
• Must be able to provide two Professional Reference Checks
• Bedford Park location with flexible working environment
• On-site Free Parking Available
• Commitment to work full time hours (38) per week

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Shaan Kelly on 08 8216 3535 for a confidential discussion.