Purpose The Financial Assistance Consultant, reporting to the Team Manager, Financial Hardship, is responsible for providing personalised and timely support to Angle customers in moments that matter. You will build rapport with customers experiencing financial hardship through quality conversations, listening to their situation and assessing and recommending sustainable solutions based on their personal circumstances. Key Deliverables - Customer Conversations: Inbound and outbound call handling to support customers experiencing financial hardship.

Building rapport, connecting with compassion, understanding customer situations, and communicating options to support customers.

- Hardship Cases Analysis and Decisions: Assess and process hardship applications, reviewing customer personal circumstances to determine appropriate sustainable solutions in line with policies, regulatory requirements, and individual circumstances.
- Link to Support: Connect customers to external support services where needed to assist them in resolving their financial difficulties more holistically.
- Quality & Compliance: Maintain accurate file notes and ensure all interactions, decisions, and outcomes meet hardship policies, regulatory frameworks, and quality standards. Log and resolve hardship-related complaints as required.
- Financial Counsellor Connections: Work closely with customers’ financial counsellors to implement sustainable solutions.
- Continuous Improvement: Work with colleagues to identify emerging trends, themes or insights to develop process improvements and enhance portfolio management.

Experience Previous hardship experience within the banking and financial services industry in a contact centre environment is preferred.

Experience in collections,



complaints or supporting other vulnerable customers will also be considered. Candidates should possess highly developed interpersonal skills, with the ability to build rapport and guide customer conversation to a sustainable solution. Strong decision‑making and problem‑solving skills, solid customer focus, and a passion for delivering quality outcomes for customers through both verbal and written communication are essential.

Capacity to efficiently manage time, multitask, and maintain a strong commercial mindset. Proficiency in Microsoft Office Suite (advanced level preferred).

Qualifications Tertiary qualification in Administration, Business or similar is beneficial, but not essential.

Employee

Benefits - Birthday leave

- Health and wellbeing leave
- Volunteering day
- $500 ergonomic equipment reimbursement
- Recruitment referral program – up to $5,000 reward for endorsing suitable candidates
- Employee rate program – access to best auto finance rates on next car purchase
- Paid parental leave
- SPARK – employee benefits program providing discounts and wellbeing support
- Purchased annual leave – additional leave can be purchased
- Diversity flex leave – flexibility to observe culturally significant days Equal Employment Opportunity Statement Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. We ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other protected basis.

📌 Financial Assistance Consultant (Australia)
🏢 Angle Auto Finance Pty
📍 Australia