Helping Hands: Customer Support Specialist

2 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time
Financial Assistance Specialist - Hardship/Collections

Join a dynamic team where you can make a real difference by helping customers navigate financial challenges with empathy and expertise.

As a Financial Assistance Officer, you'll play a crucial role in assisting customers experiencing financial difficulties. You'll work closely with individuals to understand their circumstances, provide tailored solutions, and guide them toward financial stability.

This is an ideal role for someone who is compassionate and solutions-focused, with experience in financial hardship and collections.

You will support customers through their arrears journey by creating tailored solutions to help them regain stability. This will involve engaging with customers in arrears through inbound/outbound calls, texts, and emails.

Additionally, you will set up and manage payment plans while assisting with hardship applications and existing hardship cases. You will also oversee the issuance of default and legal notices.

Maintaining strong relationships with third-party vendors and mercantile agencies is also a key aspect of this role. Ensuring collection processes align with policies and regulatory guidelines is essential.

  • Provide empathetic support to customers experiencing financial difficulties.
  • Work closely with customers to understand their circumstances and provide tailored solutions.
  • Manage customer communication effectively, including inbound/outbound calls, texts, and emails.
  • Set up and manage payment plans to assist customers in regaining financial stability.
  • Oversee the issuance of default and legal notices.
  • Maintain strong relationships with third-party vendors and mercantile agencies.
  • Ensure collection processes align with policies and regulatory guidelines.
Requirements

A strong background in financial services, particularly in financial assistance, is essential for this role. A passion for problem-solving and providing solutions is also required.

Proven experience in collections or hardship roles is necessary, as well as an empathetic nature with the ability to manage difficult conversations and negotiations effectively.

Excellent verbal and written communication skills are also required, along with strong dispute resolution and negotiation abilities.

Knowledge of key legislation, including the National Consumer Credit Protection Act, Australian Privacy Principles, and debt collection guidelines, is also essential.

What's in it for you?

This role offers excellent company benefits, hybrid work flexibility, a supportive and collaborative team that values your contributions, and opportunities for growth and career development.

If you're passionate about making a difference and have the skills to support customers through challenging times, we'd love to hear from you.

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