Unsecured Customer Connect

2 weeks ago

Melbourne City Centre, Australia HAYS Full time

Hays Recruitment/ Banking Roles/August Start Date

**Your new company**

We are seeking a highly motivated and resilient individual to join our team as an Unsecured Customer Connect Specialist at a Big 4 bank. As a specialist in this role, you will be responsible for handling a high volume of inbound and outbound phone calls from customers who are facing financial hardships related to their credit cards. You will work tirelessly to find suitable arrangements for customers and provide them with financial guidance to help them navigate their current situations.

**Your new role**
- $35.73 + Super
- Temporary Full-Time Position
- Work hours: Monday to Friday 9am-7pm (Rotating Roster)
- Melbourne Docklands 50% Hybrid
- Start date**:Middle August**
- Handle 5-8 calls per day, primarily dealing with customers facing credit card payment challenges and seeking hardship assistance.
- Demonstrate excellent communication skills and remain calm and professional while dealing with tough and sometimes angry customers.
- Conduct detailed financial assessments by reviewing customers' liabilities, income, and assets to determine the best course of action.
- Utilize a budgeting framework to assess customers' ability to pay and develop suitable payment arrangements accordingly.
- Provide options such as payment arrangements or partial payments based on customers' financial positions.
- When necessary, transfer calls to collections or refer customers to financial counsellors for further assistance based on their individual situations.
- Engage in outbound calls and perform administrative tasks during periods of low call volume or while waiting for incoming calls.
- Demonstrate a helpful and supportive attitude towards customers, offering guidance and reassurance throughout the process.

**What you'll need to succeed**
- Strong soft skills and ability to demonstrate empathy and willingness to learn and develop
- Excellent communication skills
- Ability to troubleshoot and resolve issues and comfortable working with multiple systems
- Ability to work in a fast-paced environment

**What you'll get in return**
- Fast-paced and supportive work environment
- Regular training and upskilling opportunities
- Monthly team meetings to celebrate success and highlight achievements
- Opportunities for career progression within the team and across the bank
- Future me program focusing on career development

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

2789795

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