Customer Service – Collections and HardshipYour new company

We are looking for customer-focused individuals to join a Hardship & Collections team within a leading financial institution. 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.

Your new role

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

Duties will include;
- 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 you'll need to succeed

- 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 strong communicator with a genuine passion for helping customers and you're willing to learn, we'd love to hear from you.Working Hours;
- Monday to Friday
- Must be avialble Monday 26th October for an in person Assessment Centre
- 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

What you'll get in return

- $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 setting
- Develop specialist skills in Hardship & Collections
- Hybrid working arrangements after the initial office-based period
- Career development opportunities for successful performers

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to us.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

#3024143

📌 Hardship and Collections Consultant (100)
🏢 Hays
📍 100