Empathetic Financial Support Officer (Hardship Programs)

Water Corporation; City Of Stirling; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Work from home up to 2 days per week

9-day fortnight

Flexible work hours

Well-being days

Long service leave pro rata

Co-contribution superannuation

Additional leave options

Cultural leave for Aboriginal and Tor•

Job summary

Water Corporation is seeking a customer-focused specialist to support vulnerable customers enrolled in hardship programs. You will deliver empathetic guidance and practical solutions, building trust and ensuring dignified outcomes during challenging times.

You will manage payment arrangements, coordinate with external financial counsellors and internal teams, and contribute to continuous service improvements while maintaining an inclusive customer experience.

Qualifications

• Experience engaging with vulnerable customers in a contact centre environment.
• Ability to determine payment arrangements considering ongoing charges and debt reduction.
• Provide payment solutions for customers with eligible concession cards that receive rebates on charges.
• Collaborate with external financial counsellors to support hardship programs and outcomes.
• Demonstrated ability to contribute to process improvements and team goals.

Responsibilities

• Provide a case management service to ensure empathetic and timely communication with hardship customers.
• Determine appropriate payment arrangements that balance ongoing charges and debt reduction.
• Provide payment solutions for concession card holders and ensure rebates where eligible.
• Participate in process changes aligned with business unit strategy to improve outcomes.
• Champion team commitment to continuous improvement.

Skills

Vulnerable customers engagement

Debt management

Payment arrangements

Communication with external counsellor

Cross-functional collaboration

Empathy and resilience

Job description

Water Corporation is seeking a customer-focused specialist to support vulnerable customers enrolled in hardship programs. You will deliver empathetic guidance and practical solutions, building trust and ensuring dignified outcomes during challenging times.

You will manage payment arrangements, coordinate with external financial counsellors and internal teams, and contribute to continuous service improvements while maintaining an inclusive customer experience.