Collections Engagement Specialist

Bankwest; Perth; Hybrid; AUD 40,000 - 56,000; Part time

Benefits offered by this job

Hybrid working model

Mandatory training in Perth

Hub day every fortnight

Job summary

Bankwest is seeking an Early Customer Engagement Specialist to contact customers who are behind on payments across Credit Cards, Home Loans, Personal Loans and Overdrawn Accounts. You will assess each situation and negotiate suitable repayment solutions to support customers and Bankwest.

The role offers a hybrid work model with remote work after training, plus a mandatory two-week training period in the Perth office. You will join a supportive team focused on positive outcomes for customers.

Qualifications

• Motivated, empathetic and resilient with strong communication and negotiation skills.
• Active listening, rapport-building and focus on achieving positive outcomes.

Responsibilities

• Make and receive calls from Bankwest customers who have fallen behind on payments across Credit Cards, Home Loans, Personal Loans and Overdrawn Transaction Accounts.
• Understand each customer’s situation, provide excellent service and negotiate suitable repayment solutions.
• Help customers get back on track while delivering positive outcomes for both the customer and Bankwest.

Skills

Communication

Negotiation

Empathy

Active listening

Resilience

Customer service

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?

This is an opportunity to make a genuine difference in the lives of our customers by helping them regain financial confidence and remain in their homes. In return, you’ll receive comprehensive training, ongoing coaching and support, and 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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