Hardship and Collections Consultant

15 hours ago

Bedford Park, Australia Westpac Group Full time

**How will I help?**

As a Hardship & Collections Consultant you will be a key member of the Customer Assist Team within Customer Solutions and your role is paramount to helping contribute the delivery of Westpac’s vision and strategic priorities. The role is critical for our customers in finding a solution to bring their secured and / or unsecured account/s in to order in a timely manner. The engagement with customers can occur through any point in the delinquency lifecycle therefore the team member must have capability to handle customer situations pre and post write off.

Key Responsibilities and Duties Include:

- Make outbound calls and receive inbound calls from customers and at times from partners, across different product portfolios to assist with recovering overdue balances from accounts.
- Demonstrate drive, initiative and resilience to do your best and find better ways to do your work
- Assist in our customer retention strategy by assisting customers back to financial health and maintaining our ongoing banking relationship with them
- Actively seek referrals to business partners from customers
- Contribute to the achievement of the Customer Assist Vision and Objectives

**What’s in it for me?**

You’ll play an important and significant part in the future of a business that has been around for 200 years and be instrumental in achieving our purpose of helping Australians and New Zealanders succeed. So, we’ll back you in the development of your career, with internal career prospects and flexible working. You’ll also be backed by a fantastic team of people in a can-do, supportive structure.

**What do I need?**

To be successful in this role you will the ability to manage yourself, whilst working well under pressure and handling competing priorities. You will have excellent problem solving skills and expert judgement and decision making. You will have prior experience dealing with customers, ideally those experiencing hardship and vulnerability.

You will be able to demonstrate interpersonal and collaborative relationship skills. Your negotiation and influencing skills will be strong.

**What’s it like to work there?**

As well as good pay and a great culture, joining the Westpac family means you’ll get some of the best banking, wealth and insurance benefits in the market. We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We’ll even pay you to do volunteer or community work. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion

**How do I Apply?

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