Financial Assistance Manager

**Working at Wisr**

As a purpose-led organisation on a mission to bring people closer to financial wellness, we truly believe in what we do and every person who joins our team plays a part in our success. By practising what we preach (hello, $500 wellness reimbursement, 1:1 coaching via Uprise and unlimited Udemy learning), you are empowered to own your role, your development and the space that you play in.

We value psychological wellbeing and safety, fostering a high-performing culture which enables continuous learning and growth. That ethos has earned us a spot on multiple ‘Best Places to Work’ lists over the years. We want you to bring your whole self to Wisr, so don’t worry about ticking all the boxes right away. If this role resonates with you, we want to hear from you

We are a people first business and flexibility is key to that - whether you prefer to be in our beautiful office space full time or prefer to work in a hybrid manner, we don’t mind

**About the job**

This role will lead our Financial Assistance team, who are a core part of the wider Customer Success team, with a key remit of managing the operational team that is accountable for managing the end to end operational arrears management process for Wisr’s lending business. This includes supporting and assisting customers who are experiencing financial difficulties, maximising cure rates through customer contact from early stage arrears, to case management and recoveries.

You will be responsible for leading, motivating and coaching a team of high performing Financial Assistance Officers, while actively working with our customers to identify and implement measures to increase contact rates, cure arrears, improve roll rates and support customers through challenging times as required. You will also collaborate closely with our Customer Experience, Risk and Data teams to create, plan and execute best practice collections strategies alongside developing new and innovative solutions in the space.

Key responsibilities include:

- Coach, mentor, support and train new staff, as well as identify and implement upskilling activities for existing staff to ensure alignment with market trends.
- Allocate and manage workflow for the team.
- Manage contact rates to targets to achieve high promise to pay rates, payment arrangements and kept rates, which improve cure rates and reduce roll rates for the arrears population.
- Liaise closely and manage relationships with third-party vendors and mercantile agencies
- Manage late stage operational processes including operational write-offs, recoveries, asset realisation for secured loans, default listing, legal enforcement and settlements.
- Ensure collections activities are performed in line with NCCP, Privacy Act, debt collections guidelines, credit reporting framework and within relevant internal policies and guidelines.
- Support the team with dispute resolution as required, including the management and preparation of responses to IDR and EDR complaints.
- Support the Customer Success team with identifying and implementing process improvements, and capability uplift as aligned with strategic goals.

**About you**

With a strong collections/financial assistance background, where you put the customer at the forefront of all you do, you love empowering your team to achieve their goals. With an analytical and strategic mindset, you have a demonstrated track record in identifying and implementing process improvements to ensure efficiency is top of mind. You have an empathetic nature with the ability to manage difficult conversations, while supporting your team and the customer.

You’ll also have:

- Strong leadership experience with strong coaching and mentoring skills to drive performance.
- Prior experience working within collections or financial assistance, ideally with personal lending.
- Excellent verbal and written communication skills.
- Strong dispute handling, resolution and negotiation skills, you love finding a solution to a problem.
- Strong knowledge of relevant legislation such as the National Consumer Credit Protection Act, Australian Privacy Principles, Debt Collections guidelines and the Credit Reporting framework.
- Ability to work in a fast-paced, high-pressure environment, driving results while balancing customer needs.

**Some of Our Perks & Benefits**
- Flexible and hybrid working
- $500 every year to spend on your wellbeing
- Generous paid parental leave to support your transition to parenthood
- Unlimited Udemy access to learn new skills (maybe this is the year you learn how to take up your pants instead of asking your mum)
- Employee share incentive programmes
- Outdoor rooftop terrace overlooking the Opera House - what a view
- Casual dress code - wear what you’re comfortable in (band tees and funky socks encouraged)
- Table tennis and regular tournaments
- Arcade machine & massage pod
- Regular social events and awesome team offsites
- It’s 5pm somewhere in the worl