Financial Services Portfolio Manager

5 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $60,000 - $80,000

We're on a mission to find a passionate team player who embodies our values and culture. A skilled professional who takes pride in their unique contributions, challenges the status quo with innovative thinking, and delivers exceptional customer support.

The Role

As a Customer Advocacy Specialist, you'll be responsible for managing a portfolio of customers facing financial difficulties, including those impacted by family violence, life support, and the pandemic. This is an opportunity to make a meaningful impact within the industry and deliver top-notch customer service.

  • Ensure accurate management of your portfolio at all times, adhering to regulatory requirements.
  • Communicate regularly with customers through their preferred contact method (outbound call or email).
  • Onboard and manage new referrals from contact centre teams via email or inbound call transfers.
  • Complete administrative tasks, such as processing life support forms and responding to internal and external email requests.
  • Support customers by providing payment options and assistance to reduce debt.
  • Work on-site at HQ on a rotational basis to assist with additional administrative tasks, like mail sorting.

Key Requirements:

  • Year 12 or equivalent relevant experience.
  • Expertise in ESC and AER processes and policies to support customers facing hardship and family violence, including knowledge of the Victorian Payment Difficulty Framework.
  • Expertise in Life Support processes and regulatory requirements.
  • Contact centre experience, including handling inbound/outbound calls and admin tasks.
  • Strong ability to assist and engage effectively with vulnerable customers.
  • Strong time management skills and case management experience.
  • Possess a genuine passion for supporting customers.
  • Ability to work independently and collaboratively as part of a team to deliver high-quality work within deadlines.
About Us

We provide fibre and network solutions across Australia, connecting people, businesses, governments, and communities. Our purpose is to build critical connections, enabling better possibilities.

We foster a safe, diverse, and inclusive work environment where everyone feels valued and belongs. We welcome applications from diverse backgrounds and encourage inclusivity.

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