Financial Assistance Specialist - Hardship/Collections

Are you a compassionate and solutions-focused professional with experience in financial hardship and collections? Join a dynamic team where you can make a real difference by helping customers navigate financial challenges with empathy and expertise.

As a Financial Assistance Officer, you’ll play a crucial role in assisting customers experiencing financial difficulties. You’ll work closely with individuals to understand their circumstances, provide tailored solutions, and guide them toward financial stability. This role is ideal for someone with a strong customer-centric approach who thrives in a supportive and fast-paced environment.

INCLUDED IN WHAT YOU'LL DO:

• Support customers through their arrears journey by creating tailored solutions to help them regain stability.
• Engage with customers in arrears through inbound/outbound calls, texts, and emails.
• Set up and manage payment plans while assisting with hardship applications and existing hardship cases.
• Oversee the issuance of default and legal notices.
• Maintain strong relationships with third-party vendors and mercantile agencies.
• Ensure collection processes align with policies and regulatory guidelines.

WHAT YOU HAVE:

• Proven experience in collections or hardship roles is essential.
• Strong background in financial services, particularly in financial assistance, with a passion for problem-solving and providing solutions.
• Empathetic nature, with the ability to manage difficult conversations and negotiations effectively.
• Excellent verbal and written communication skills.
• Strong dispute resolution and negotiation abilities, with a knack for finding solutions.
• Knowledge of key legislation, including the National Consumer Credit Protection Act, Australian Privacy Principles, and debt collection guidelines.
• Ability to thrive in a fast-paced, high-pressure environment while balancing customer needs and driving results.

If you’re passionate about making a difference and have the skills to support customers through challenging times, we’d love to hear from you! APPLY NOW!

Frankie