Financial Assistance Coordinator

Great Southern Bank (Formerly CUA); Australia; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Great Southern Bank is seeking a Financial Assistance Coordinator to support customers through hardship, assess requests and deliver fair outcomes. You will work within our Financial Assistance team to navigate regulatory obligations while providing empathetic service and clear communications.

You will handle complex cases, maintain records and engage with stakeholders to achieve positive customer outcomes in a hybrid work arrangement.

Qualifications

• Experience in financial services with hardship, collections or financial assistance.
• Knowledge of regulatory requirements relating to hardship and collections.
• Understanding of NCCP and APP requirements.
• Experience in a customer contact centre.
• Ability to assess complex situations and make balanced decisions.
• Strong written and verbal communication.
• Experience handling customer complaints or concerns.
• Attention to detail and strong administrative capabilities.
• Empathetic, professional and solutions-focused approach.
• Strong prioritisation and organisational skills.
• Ability to work autonomously within a team.
• Resilience and adaptability in a changing environment.
• Experience working with Financial Counsellors is highly regarded.

Responsibilities

• Assess customer requests for financial assistance and determine appropriate support options.
• Manage inbound and outbound conversations related to financial assistance and collections.
• Review and process online and digital hardship applications.
• Support customers with empathy, professionalism and care.
• Maintain accurate customer records and document actions.
• Manage written customer communications within required timeframes.
• Identify, escalate and resolve customer concerns and complaints.
• Ensure all activities comply with regulatory requirements and policies.
• Contribute to team goals, service standards and improvement initiatives.
• Build relationships with internal and external stakeholders to achieve positive outcomes.

Skills

Regulatory knowledge

Customer service

Decision making

Verbal communication

Written communication

Attention to detail

Empathy

Time management

Autonomy

Adaptability

Job description

Join Great Southern Bank as a Financial Assistance Coordinator and play a meaningful role in supporting customers through financial difficulty. Working within our Financial Assistance team, you'll assess requests for support, deliver fair and considered outcomes, and help customers navigate challenging circumstances. This is an opportunity to combine your regulatory knowledge, customer focus and problem-solving skills to make a genuine difference while contributing to a high-performing and supportive team.

You'll make an impact by:

• Assessing customer requests for financial assistance and determining appropriate support options.
• Managing inbound and outbound customer conversations relating to financial assistance and collections activities.
• Reviewing and processing online and digital hardship applications.
• Supporting customers experiencing financial difficulty with empathy, professionalism and care.
• Maintaining accurate customer records and ensuring all actions are documented appropriately.
• Managing written customer communications within required timeframes.
• Identifying, escalating and resolving customer concerns and complaints.
• Ensuring all activities comply with regulatory requirements, policies and procedures.
• Contributing to team goals, service standards and continuous improvement initiatives.
• Building strong relationships with internal and external stakeholders to achieve positive customer outcomes.

Do things differently with us

At Great Southern Bank, we're committed to helping all Australians own their own home, and that commitment extends to supporting customers when life doesn't go to plan.

Our Financial Assistance team takes a customer-obsessed approach to finding practical solutions for customers experiencing hardship. We work collaboratively, think creatively and focus on delivering positive outcomes while meeting our regulatory obligations. You'll be part of a team that values continuous improvement, supports one another and genuinely cares about making a difference in customers' lives.

To succeed in this role, you will have:

• Experience within financial services, ideally in collections, recoveries, hardship or financial assistance.
• Strong knowledge of regulatory requirements relating to hardship and collections practices.
• An understanding of NCCP and APP requirements.
• Experience working in a customer contact centre environment.
• The ability to assess complex situations and make balanced, customer-focused decisions.
• Strong written and verbal communication skills.
• Experience managing customer complaints or resolving customer concerns.
• Exceptional attention to detail and strong administrative capabilities.
• A professional, empathetic and solutions-focused approach.
• Strong prioritisation and organiser ial skills.
• The ability to work autonomously while contributing positively to a team environment.
• Resilience, adaptability and the ability to thrive in a changing environment.
• Experience working with Financial Counsellors will be highly regarded.

#LI-Hybrid