Financial Assistance Coordinator

3 weeks ago

Brisbane, Queensland, Australia Great Southern Bank (Formerly CUA) Full time

Financial Assistance Coordinator

As the Financial Assistance Coordinator based in Brisbane City, your role entails managing day-to-day actions in line with the Financial Assistance/Hardship framework.

You will be accountable for making key considerations around vulnerability and customer needs while considering industry standards.

You'll make an impact by:

  1. Effectively identifying, reviewing, and assessing customer requests.
  2. Managing inbound and outbound calls, including pre and post Financial Assistance, as well as an element of Collections where appropriate.
  3. Ensuring that regulatory requirements are followed with all your actions, together with accurate and reflective customer record keeping.
  4. Capturing and resolving any expressions of dissatisfaction, whilst additionally identifying issues that require escalation.
  5. Delivering a genuine and customer-obsessed approach.

Do things differently with us

To succeed in this role, you will have:

  1. Minimum 2 years' experience in the Financial Services industry and experience working within regulatory standards associated with collections and Hardship practices.
  2. Demonstrated understanding of the NCCP and APP guidelines.
  3. Strong communication and negotiation skills, with creativity to drive continuous change and provide key outcomes for our customers.
  4. A passion for excellent customer service, accompanied by accountability and professionalism.
  5. Resilience and adaptability to work in this fast-paced call centre environment.

Why Great Southern Bank?

Whatever your role with us, you'll be part of a force for good. We're owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you'll also enjoy a range of fantastic benefits, some examples include:

  1. Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for yourself, and professional wellbeing coaching.
  2. Benefits that support your wellbeing so you can thrive at work and at home, including access to our wellbeing centre and the flexibility to work from home two days a week.
  3. Assistance in achieving your financial goals and positively impacting your family and community. We offer discounts on a wide range of products and services such as savings and transaction accounts, insurance, home loans, and more

Questions? Please contact our Talent Acquisition team at careers@gsb.com.au

Applications will close on or before Friday 15th August 2025.

At Great Southern Bank, we're committed to building a strong, inclusive, and diverse workplace where people feel a sense of belonging and are valued, connected, and respected. We value diverse backgrounds, cultures, abilities, ideas, and experiences; recognizing the benefits they bring to our work, communities, and our customers. We support an inclusive culture through flexible work arrangements, collaboration, and fair decision-making that empowers our people to be at their best every day.

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