Hardship & Collections Customer Service Consultant

Parramatta | $40.84 per hour + Super | Temp-to-Perm Opportunity

Are you an exceptional customer service professional with strong communication skills and the confidence to navigate meaningful conversations?

We are looking for customer-focused individuals to join a Hardship & Collections team within a leading financial institution . Previous banking, collections or hardship experience is not required. What matters most is your ability to communicate with empathy, listen carefully and provide an outstanding customer experience.

With comprehensive training provided, this temp-to-perm opportunity is a fantastic way to build a career within financial services while developing specialist skills across customer support, hardship and collections.

The Opportunity

You will support customers who may be experiencing financial difficulty, taking the time to understand their individual circumstances and helping them navigate the options available to them.

You’ll have conversations with customers around:

- Changes in their financial circumstances
- Outstanding or overdue repayments
- Understanding their individual situation and needs
- Available repayment options and arrangements
- Financial hardship and assistance
- Next steps and ongoing support
- Sensitive or challenging personal circumstances

You don't need to know all the answers from day one. Comprehensive training will be provided. We are looking for people who can listen, communicate clearly and treat every customer with empathy and respect.

What You'll Be Doing





- Managing a high volume of customer conversations
- Delivering an exceptional level of customer service
- Listening to customers and understanding their individual circumstances
- Having sensitive conversations professionally and empathetically
- Clearly explaining options, processes and next steps
- Building rapport with customers over the phone
- Working towards appropriate customer outcomes
- Accurately recording customer information and case notes
- Handling confidential information with care and professionalism
- Completing associated administration and case management activities

What's In It For You?

- $40.85 per hour + Super
- Temp-to-perm opportunity
- Opportunity to build a long-term career within banking and financial services
- No previous banking, hardship or collections experience required
- Comprehensive 6-week training programme
- Supportive team environment
- Develop specialist skills in Hardship & Collections
- Hybrid working arrangements after the initial office-based period
- Career development opportunities for successful performers

About You We're much more interested in your communication skills, attitude and approach to customers than previous industry experience.





You could come from customer service, contact centre, retail, hospitality, telecommunications, insurance, utilities, travel or another customer-facing environment .

You'll bring

- Exceptional customer service skills
- Strong verbal communication and active listening skills
- Confidence communicating with customers over the phone
- Natural empathy and the ability to build rapport quickly
- Resilience when navigating challenging or emotional conversations
- The ability to remain calm and professional under pressure
- Strong problem-solving skills
- Good attention to detail
- Confidence learning new systems and processes
- A positive, collaborative attitude
- Professionalism when handling confidential customer information

Previous collections, hardship or banking experience is not essential. If you're a robust communicator with a genuine passion for helping customers and you're willing to learn, we'd love to hear from you.

Working Hours

37.5-hour working week

- Monday to Friday
- Rotating shifts between 9:00am and 6:00pm
- Based in Parramatta
- First 3 months office-based for onboarding and training
- Hybrid working thereafter, with 2 days per week in the office
- Comprehensive 6-week training programme

Ready for your next step? If you're an exceptional customer service professional looking to break into banking and financial services , this could be an excellent opportunity to develop specialist skills, join a supportive team and potentially secure a permanent position .

📌 Hardship & Collections Customer Service Consultant (Parramatta)
🏢 Hays
📍 Parramatta