Collections Engagement Specialist

cba; Perth; Hybrid; AUD 48,000 - 60,000; Part time

Benefits offered by this job

Comprehensive training

Ongoing coaching and support

Career development opportunities

Job summary

Bankwest is seeking an Early Customer Engagement Specialist to contact customers with overdue payments across Credit Cards, Home Loans, Personal Loans and Overdrawn Accounts. You will assess each situation, negotiate appropriate repayment options, and help customers get back on track while maintaining a positive relationship with Bankwest.

The role is part-time (32 hours per week) with a hybrid work arrangement.

Qualifications

• Empathy, resilience and strong communication are essential.
• Excellent negotiation and conflict-management abilities.
• Ability to listen actively and build rapport quickly with customers.

Responsibilities

• Make and receive calls to customers who have fallen behind on payments.
• Negotiate suitable repayment solutions and guide customers toward staying on track.
• Deliver high-quality service while protecting the relationship with Bankwest.

Skills

Communication skills

Negotiation

Empathy

Active listening

Job description

See yourself in our team

Join the Early Customer Engagement team, a dedicated group committed to helping customers manage their financial commitments. We work with customers to understand their circumstances and find sustainable payment solutions that support their needs while protecting their relationship with Bankwest.

Your impact

As an Early Customer Engagement Specialist, you will make and receive calls from Bankwest customers who have fallen behind on payments across Credit Cards, Home Loans, Personal Loans and Overdrawn Transaction Accounts. Your role will focus on understanding each customer's situation, providing excellent service, and using your negotiation skills to agree on suitable repayment solutions. Through meaningful conversations, you'll help customers get back on track while delivering positive outcomes for both the customer and Bankwest.

What will help you succeed?

You are motivated, empathetic and resilient, with strong communication and negotiation skills. You actively listen, build rapport quickly, and remain focused on achieving positive outcomes. You enjoy working in a fast-paced environment and are driven to meet and exceed performance expectations.

Shift details

Part-time opportunities are available, working 32 hours per week.

The team's operating hours are Monday to Friday, 6:00am to 6:00pm. Rosters will be allocated within these hours.

This role commences on 26 October 2026. Successful applicants must be available to attend two weeks of mandatory full-time training in the Perth office, Monday to Friday (hours to be confirmed).

A key benefit of this role is the opportunity to work from home as part of a hybrid working model. Following successful completion of training and once you have demonstrated the ability to consistently perform the role independently and effectively, you will transition to primarily working from home, with a hub day once a fortnight on a Wednesday to collaborate and connect with colleagues.

What's in it for you?

• comprehensive training
• ongoing coaching and support
• access to the career development opportunities available across Bankwest and the Commonwealth Bank Group

Important information about the role

This role involves managing a high volume of customer interactions over the phone, including complaints and emotionally challenging conversations. You may at times speak with customers who are distressed, vulnerable or frustrated. Success in this role requires emotional resilience, excellent communication skills, and the ability to remain calm, professional and customer-focused under pressure.

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Advertising End Date: 11/09/2026