customer assistance specialist

HR Partners; Brisbane; On-site; AUD 65,000 - 85,000; Full time

Job summary

HR Partners client in the banking and financial services sector seeks a Customer Assistance Specialist to help individuals and small businesses navigate tough times with compassionate guidance and sound decision-making.

You will be the reassuring first point of contact for customers facing financial hardship, helping establish immediate relief and guiding them through short-term options while maintaining regulatory awareness and genuine care.

Responsibilities

• No two customer situations are ever identical; bring critical thinking, regulatory awareness and genuine care to every conversation.
• As a reassuring first point of contact for customers facing sudden financial hardship, establish immediate short-term relief such as temporary payment pauses, reduced repayment plans or fee waivers.
• Provide dedicated, specialised support for vulnerable customers navigating sensitive life events, including domestic or family violence, elder financial abuse, serious illness or natural disasters.

Job description

At their core, our client believes banking and financial support are about people first. When their customers face temporary or ongoing financial difficulty, the care and guidance they receive can make a genuine difference to their lives.

As a Customer Assistance Specialist, you will play an essential role in helping individuals and small businesses navigate tough times. You’ll combine compassion with sound decision-making to find sustainable, practical solutions that help people regain their financial footing.

At their core, our client believes banking and financial support are about people first. When their customers face temporary or ongoing financial difficulty, the care and guidance they receive can make a genuine difference to their lives.

As a Customer Assistance Specialist, you will play an essential role in helping individuals and small businesses navigate tough times. You’ll combine compassion with sound decision-making to find sustainable, practical solutions that help people regain their financial footing.

What You’ll Be Doing

No two customer situations are ever identical, which means you will bring critical thinking, regulatory awareness and genuine care to every conversation.

As a reassuring first point of contact for customers facing sudden financial hardship, you will help establish immediate short-term relief, such as temporary payment pauses, reduced repayment plans, or fee waivers. Beyond short-term care you’ll provide dedicated, specialised support for vulnerable customers navigating sensitive life events, including domestic or family violence, elder financial abuse, serious illness or even natural disasters.

Achieving fair and eth...