Financial Hardship Solutions Specialist

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

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.