Financial Assistance Coordinator

Great Southern Bank (Formerly CUA); Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Great Southern Bank (Formerly CUA) in Brisbane, QLD, is hiring a Financial Assistance Coordinator to support customers through hardship. Hybrid role focusing on assessing requests, providing fair outcomes and guiding customers through regulatory requirements.

You’ll handle inbound/outbound conversations, process hardship applications and document all actions with care. The role emphasizes empathy, accuracy, and collaboration within a high-performing team, including liaison with Financial

Qualifications

• 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 organisational 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.

Responsibilities

• 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.

Skills

Regulatory knowledge

Customer focus

Problem solving

Communication skills

Attention to detail

Administrative skills

Autonomy

Resilience

Adaptability

Experience with Financial Counsellors

Job description

Great Southern Bank (Formerly CUA) – Brisbane QLD

Hybrid

2d ago , from Great Southern Bank (Formerly CUA)

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 organisational 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.