Customer Relations Specialist

1 month ago

Port Melbourne, Australia Latitude Financial Services Full time

This is an opportunity to become part of a highly self-sufficient and motivated team that consistently delivers exceptional support to customers, helping them achieve financial health. The team fosters a positive environment and values its members' efforts and commitment.


About the Role:

The Hardship team aims to empower customers during challenging times by establishing a professional relationship with them. This involves identifying their needs, providing financial assistance, and educating them about their account and the legal process, if necessary.

  • Provide quality customer service with empathy for customers in stressful situations.
  • Offer guidance to customers regarding their accounts and hardship assistance processes.
  • Assess and complete hardship applications received through various channels, including phone and online.
  • Determine the most suitable tools to help customers recover their accounts and discuss the benefits of these tools with the customer.
  • Ensure all actions comply with policy, procedure, and legislative guidelines.
  • Strive to remove customer pain points and deliver outstanding customer service.

Requirements:

This role requires a resilient individual who can view obstacles as opportunities and think creatively. The ideal candidate will possess strong negotiation skills and be able to make tough decisions.

The team looks for someone with sound judgment and the ability to connect with diverse individuals, understanding their unique situations.

Ideal Candidate:

  • Proven experience in delivering exceptional customer service in a Collections environment.
  • Demonstrated ability to deliver quality customer engagement frameworks within the financial services industry.
  • Excellent communication skills, with a strong ability to articulate complex information.
  • Strong understanding of compliance requirements, financial industry principles, and regulations.

Latitude offers a range of benefits, including education support, community partner days, and flexible work arrangements. Successful applicants will be required to complete a background check prior to commencement of employment. Only Australian or New Zealand Permanent Residents or Citizens are eligible for this role.

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