Customer Service - Hardship and Collections Consultant

Your new company

We are looking for customer-focused individuals to join a Hardship & Collections team within a leading financial institution. With comprehensive training provided, this temp-to-perm opportunity is a fantastic way to build a career within financial services while developing specialist skills across customer support, hardship and collections.

Your new role

You will support customers who may be experiencing financial difficulty, taking the time to understand their individual circumstances and helping them navigate the options available to them.

You'll have conversations with customers around:

Changes in their financial circumstances

Outstanding or overdue repayments

Understanding their individual situation and needs

Available repayment options and arrangements

Financial hardship and assistance

Next steps and ongoing support

Sensitive or challenging personal circumstances

Duties will include;

Managing a high volume of customer conversations

Delivering an exceptional level of customer service

Listening to customers and understanding their individual circumstances

Having sensitive conversations professionally and empathetically

Clearly explaining options, processes and next steps

Building rapport with customers over the phone

Working towards appropriate customer outcomes

Accurately recording customer information and case notes

Handling confidential information with care and professionalism

Completing associated administration and case management activities

What you'll need to succeed

Exceptional customer service skills

Strong verbal communication and active listening skills

Confidence communicating with customers over the phone

Natural empathy and the ability to build rapport quickly

Resilience when navigating challenging or emotional conversations

The ability to remain calm and professional under pressure

Strong problem-solving skills

Good attention to detail

Confidence learning new systems and processes

A positive, collaborative attitude

Professionalism when handling confidential customer information

Previous collections, hardship or banking experience is not essential. If you're a strong communicator with a genuine passion for helping customers and you're willing to learn, we'd love to hear from you.

Working Hours;

Monday to Friday

Must be avialble Monday 26th October for an in person Assessment Centre

Rotating shifts between 9:00am and 6:00pm

Based in Parramatta

First 3 months office-based for onboarding and training

Hybrid working thereafter, with 2 days per week in the office

Comprehensive 6-week training programme

What you'll get in return

$40.85 per hour + Super

Temp-to-perm opportunity

Opportunity to build a long-term career within banking and financial services

No previous banking, hardship or collections experience required

Comprehensive 6-week training programme

Supportive team environment

Develop specialist skills in Hardship & Collections

Hybrid working arrangements after the initial office-based period

Career development opportunities for successful performers

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to us. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Please click here to apply.