Financial Hardship Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeFinancial Full time $100,000 - $120,000
Job Overview

This role involves providing personalized support and assistance to customers who are experiencing financial difficulties. The ideal candidate will have strong analytical skills, with the ability to evaluate and analyze complex applications for financial assistance.

The successful candidate will be responsible for assessing client situations comprehensively, articulating suitable financial remedies, and negotiating personalized financial arrangements via various communication channels.

In addition, they will be required to maintain accurate and updated records detailing client interactions, reasons for financial challenges, assessment outcomes, and hardship resolutions.

This is an excellent opportunity for a skilled professional to make a positive impact on people's lives, while also developing their skills and expertise in the field of financial assistance.

Key Responsibilities
  1. Evaluate and analyze applications for financial assistance, including reviewing accompanying documentation.
  2. Assess client situations comprehensively and articulate suitable financial remedies.
  3. Engage in discussions with clients or their representatives on complex and sensitive issues, negotiating personalized financial arrangements via telephone, email, or letter.
  4. Address client inquiries and formally confirm financial hardship assistance resolutions in written correspondence.
  5. Maintain accurate and updated records detailing client interactions, reasons for financial challenges, assessment outcomes, and hardship resolutions.
Requirements
  • Tertiary qualification in Administration, Business, or similar is beneficial but not essential.
  • Previous collections/hardship experience within the banking and financial services industry is highly desirable.
  • Strong customer focus and passion for delivering quality outcomes for the customer (written and verbal).
  • Highly developed and professional interpersonal skills, including strong relationship development skills.
  • Ability to connect with customers, build a relationship, and lead conversations to the right solution.
  • Capacity to efficiently manage time and multitask with a strong commercial mindset.
  • Prior experience in a Financial Services/Contact Centre environment is desirable (not mandatory).
  • Proficiency in Microsoft Office Suite (advanced level preferred).
  • Strong decision-making and problem-solving skills.
About Us

We are committed to attracting, retaining, and strengthening the performance of a diverse, equitable, and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

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