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 energetic 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
Strong 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
Industry Keywords
ASIC Guidelines
ACCC Guidelines
Customer Journey Improvement
Financial Counsellors
Community Agencies
Tools & Technologies
Contact Centre Systems
CRM Software
Large Databases
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📌 Customer Support Specialist – Hardship (Melbourne)
🏢 Jobtailor
📍 Melbourne