Member Care Consultant

2 weeks ago

City of Boroondara, Australia Bank First Full time

Job Category: Banking & Financial Services,Call Centre & Customer Service

Job Description

We are a purpose-driven bank, owned by our customers

Bank First is a customer-owned bank that exists to serve the people who serve the education and health community. Our members put others first, so we put them first.

We have a clear strategic mandate to transform and grow the bank to do more for our members. At Bank First we are empowered to make bold moves to reimagine the way we serve our members.

So, what's the role?

As a Member Care Consultant, you will be responsible for providing the best fit solution to members with accounts in arrears. You will assist in providing superior and personalised service, especially in respect of identifying members experiencing financial hardship.

This role is based at the Hawthorn East office (Hybrid)

Besides the desire to do the very best for our customers, you will need to do the following:

  • Analyse customer feedback, negotiate with customers and implement customer service strategies.
  • Follow up on outstanding debts and overdue payments with customers efficiently and politely.
  • Conduct hardship assessments through discussion and correspondence with customers experiencing financial difficulty.
  • Meet organisational, departmental, and individual targets, objectives, services standards & KPI's regarding lending retention
  • A genuine curiosity and desire to help customers achieve their financial goals

The ideal candidate will have the following:

  • Previous experience in Credit Control or similar role, this includes collections, financial hardship, and debt recovery experience
  • Knowledge in Privacy Act, NCCP and ACCC/ASIC Debt Collection Guidelines. Skills and Specifications
  • Effective communication skills both written and verbal and excellent customer service and interpersonal skills
  • The ability to have challenging conversations and empathy with vulnerable customers including those facing financial hardship.
  • Ability to negotiate, problem-solve, resolve conflict and work in a high paced environment.

What we offer our Bank First people

  • A for-purpose bank committed to helping its members and their community.
  • Impactful work to reimagine the contact centre of the future to create a unique experience for our members and employees.
  • Work with values-driven leaders , who actively develop talent and support you to grow your career.
  • Work-life balance and flexibility, so you can work in a way that best suits you and your commitments outside of work.
  • Hybrid working from our offices to connect and collaborate, as well as focused time at home.
  • Competitive remuneration with extensive leave options and gym membership subsidy.

To apply

If you are looking for purpose and an organisation that lives their values every day, we encourage you to apply – even if you don't meet all the criteria.

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that's fair, inclusive and accessible.

NO Agencies required for this role and we encourage candidates to apply directly as Agency submissions will not be accepted.

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