- Provide timely, empathetic, and specialist support to customers experiencing financial difficulty
- Connect with customers in a fast-paced contact centre environment and guide them toward sustainable solutions
- Manage individual hardship applications from start to finish
- Assess customer circumstances and negotiate fair, compliant payment plans
- Investigate and resolve cases within agreed service levels
- Prioritise urgent and sensitive matters
- Balance business guidelines with customer needs and de-escalate sensitive cases
- Identify systemic issues and share feedback to improve processes, systems, and the customer journey
- Build networks with internal business partners and external advocates, including the Ombudsman, financial counsellors, and community agencies
Requirements
- Proven experience in a dynamic contact centre environment
- Experience managing complex customer conversations across multiple channels
- Strong hands-on experience in financial hardship, credit, collections, or dispute resolution
- Ability to assess individual circumstances against regulatory frameworks such as ASIC/ACCC guidelines
- Exceptional ability to support customers through sensitive and complex financial situations
- Solid negotiation and influencing skills
- High digital literacy and confidence using contact centre systems, CRMs, and large databases
- Ability to navigate multiple systems and manage several screens while talking and typing
- Collaborative approach and commitment to continuous improvement
- Full working rights in Australia
- Ability to successfully complete required background and criminal history checks
Core Competencies
Demonstrates expertise in managing complex customer conversations and financial hardship situations while adhering to regulatory frameworks. Proven ability to negotiate fair payment plans and improve customer experiences through collaboration and process enhancement.
Highest-signal resume keywords
- Financial Hardship Management
- Negotiation Skills
- Contact Centre Experience
- Regulatory Framework Assessment
- Digital Literacy
ATS Optimization Keywords
Hard Skills
- Financial Hardship
- Credit Management
- Collections
- Dispute Resolution
- Payment Plan Negotiation
- Case Investigation
- Service Level Management
- System Navigation
- Data Management
Soft Skills
- Empathy
- Collaboration
- Problem Solving
- Influencing Skills
- Customer Support