Provide timely, empathetic, and specialist support to customers experiencing financial difficultyConnect with customers in a rapid-paced contact centre environment and guide them toward sustainable solutionsManage individual hardship applications from start to finishAssess customer circumstances and negotiate fair, compliant payment plansInvestigate and resolve cases within agreed service levelsPrioritise urgent and sensitive mattersBalance business guidelines with customer needs and de-escalate sensitive casesIdentify systemic issues and share feedback to improve processes, systems, and the customer journeyBuild networks with internal business partners and external advocates, including the Ombudsman, financial counsellors, and community agenciesRequirementsProven experience in a dynamic contact centre environmentExperience managing complex customer conversations across multiple channelsStrong hands-on experience in financial hardship, credit, collections, or dispute resolutionAbility to assess individual circumstances against regulatory frameworks such as ASIC/ACCC guidelinesExceptional ability to support customers through sensitive and complex financial situationsStrong negotiation and influencing skillsHigh digital literacy and confidence using contact centre systems, CRMs,
and large databasesAbility to navigate multiple systems and manage several screens while talking and typingCollaborative approach and commitment to continuous improvementFull working rights in AustraliaAbility to successfully complete required background and criminal history checksCore CompetenciesDemonstrates 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 keywordsFinancial Hardship ManagementNegotiation SkillsContact Centre ExperienceRegulatory Framework AssessmentDigital LiteracyATS Optimization KeywordsHard SkillsFinancial HardshipCredit ManagementCollectionsDispute ResolutionPayment Plan NegotiationCase InvestigationService Level ManagementSystem NavigationData ManagementSoft SkillsEmpathyCollaborationProblem SolvingInfluencing SkillsCustomer SupportIndustry KeywordsASIC GuidelinesACCC GuidelinesCustomer Journey ImprovementFinancial CounsellorsCommunity AgenciesTools & TechnologiesContact Centre SystemsCRM SoftwareLarge Databases
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