Financial Assistance Coordinator

Great Southern Bank; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Great Southern Bank is seeking a Financial Assistance Coordinator to support customers experiencing financial difficulty. You will assess requests for support, deliver fair outcomes and guide customers through challenging circumstances within a collaborative team.

In this role you will review hardship applications, engage with customers via phone and digital channels, maintain records and ensure regulatory compliance while building strong stakeholder relationships.

Qualifications

• Experience in financial services, ideally in hardship, collections or financial assistance.
• Strong knowledge of regulatory requirements related to hardship and collections.
• Understanding of NCCP and APP requirements is preferred.
• Experience in a customer contact centre environment is desirable.
• Ability to assess complex situations and make balanced, customer-focused decisions.

Responsibilities

• Assess customer requests for financial assistance and determine appropriate support options.
• Manage inbound and outbound conversations relating 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 activities comply with regulatory requirements, policies and procedures.
• Contribute to team goals, service standards and continuous improvement initiatives.
• Build strong relationships with internal and external stakeholders to achieve positive outcomes.

Skills

Financial services experience

Regulatory knowledge

NCCP & APP knowledge

Customer contact centre experience

Decision making

Written and verbal communication

Attention to detail

Autonomy with team collaboration

Resilience and 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 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.