Financial Hardship Specialist

Great Southern Bank; Brisbane; In loco; AUD 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

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

Descrizione del lavoro

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.