Empathy-Driven Hardship & Collections Specialist

Kennedy Reid Pty; Parramatta; On-site; AUD 80,000 - 90,000; Full time

Benefits offered by this job

Paid training

Career development

Supportive environment

Location in Parramatta

Job summary

Kennedy Reid Pty assists with a challenging hardship and collections support role in partnership with a major Australian bank, based in Parramatta. You will support customers facing financial difficulties through empathetic conversations and practical solutions—roughly 10–12 conversations per day—emphasising quality interactions over speed.

Ideal candidates bring customer service experience, calming communication, problem-solving, and comfort using multiple banking systems, with a genuine

Qualifications

• Experience in a customer-facing role.
• Strong communication and rapport-building abilities.
• Calm, patient and empathetic approach to conversations.
• Ability to navigate multiple computer systems.

Responsibilities

• Handle inbound calls from customers seeking financial hardship assistance.
• Engage in meaningful, supportive conversations with customers in hardship.
• Identify suitable assistance options based on individual circumstances.
• Explain available solutions clearly and professionally.
• Update customer information across banking systems.
• Collaborate with team to achieve positive customer outcomes.
• Maintain high standards of customer care with compliance and quality.

Skills

Customer support

Communication

Empathy

Problem-solving

Multi-system use

Attention to detail

Resilience

Willingness to learn

Job description

Kennedy Reid Pty assists with a challenging hardship and collections support role in partnership with a major Australian bank, based in Parramatta. You will support customers facing financial difficulties through empathetic conversations and practical solutions—roughly 10–12 conversations per day—emphasising quality interactions over speed.

Ideal candidates bring customer service experience, calming communication, problem-solving, and comfort using multiple banking systems, with a genuine