Financial Assistance Coordinator

7 months ago

Brisbane, Australia Great Southern Bank Full time

As the Financial Assistance Coordinator, you will manage the 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 whilst considering industry standards.

You will be responsible for maintaining customer data and various administrative tasks and identifying and escalating any issues.

You will work closely with your teammates, assess our Customer requests for assistance and deliver well considered outcomes within regulatory guidelines and timeframes.

Its key that you ensure that regulatory requirements are met in our daily practices.

You will bring your passion for Customers to work each day. You are practical and tactical, enjoy working at pace and are self-motivated.

When our customers are experiencing financial difficulty, you will help find solutions or services to best support them through challenges.

**About you**
- Proven ability to work with autonomy and contribute to a positive team environment
- Excellent communications skills, verbally and written, demonstrating the right level of detail at the right time
- Experience in the Financial Services industry and experience working within regulatory standards associated with collections and Hardship practices
- Demonstrated understanding of the NCCP and APP guidelines
- Experience in working in a call centre environment
- Experience working with Microsoft excel, Word and Outlook
- Minimum 2 years’ experience in a Hardship role or similar
- Complaint resolution experience
- Experience working with Financial Counsellors strongly desired
- Passionate about delivering a high level of service
- Strong attention to detail
- Efficient and disciplined
- Professional and empathetic in approach
- Creative thinking and problem-solving skills
- Accountable and reliable
- An enthusiastic and committed team contributor
- Strong prioritisation skills
- Flexible, adaptable, and able to manage through change

**What’s in it for you?**

We want you to make an impact. You can be part of a growing and innovative organisation, with the ability to influence the people, culture and practices of Great Southern Bank to keep us at the top of our game.

You will be able to make a bigger difference with us While we might be a bit smaller than the majors, your circle of influence is infinitely greater. You will see the immediate results of your work, be recognised for your achievements, and be provided with the support you need to help balance your career.

We believe that investing in our people is central to upholding our great culture. To help you be at your best, we provide a collaborative, flexible and supportive working environment that helps you balance career, family, health and the things you love doing. We have a variety of employee benefits that you can access from discounted financial and insurance products, a variety of leave options, and benefits and incentives covering, health, wellness and lifestyle options. Read more about these exciting benefits on our careers site
- At Great Southern Bank, we’re committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging, are valued, connected and respected._ _We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers._ _We support and promote an inclusive culture through flexible ways of working, collaboration, fair and equitably decision making that empowers our people to be at their best every day._
- #LI-Hybrid_

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