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Hardship and Collections Consultant

2 weeks ago

Bedford Park, Australia Westpac Group Full time

Full time, permanent opportunity
- Based in our Bedford Park, SA office
- Join a skilled team of consultants and grow your career with us

Applicants must identify as Aboriginal and/or Torres Strait Islander. The filling of this position is intended to constitute a special/equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth), and section 65 of the Equal Opportunity Act 1984 (SA).

**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.

You will:

- 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.
- Negotiate and listen to our customers, referring for hardship assistance where appropriate or referring customers to seek independent financial advice.
- You will be an advocate of change initiation and actively participate in continuous improvement ideas/activities to improve the customer experience & provide business benefits experience, meeting customer needs and balancing commercial outcomes.
- May be required to support a customer through Collections or Hardship activities.

**What’s in it for me?**

We want you to love what you do - and where you do it. You’ll be paid competitively, while being in a great position to grow your career - with a range of online learning, training, and career planning tools available to you. Some of the best banking, wealth and insurance benefits that are out there will be on offer - and you can even take paid volunteer leave or secondments as well.

**What do I need?**

As a Hardship & Collections consultant, you will demonstrate strong self-awareness and Emotional Intelligence, be balanced in your decision making and have professional communication
- both written and verbal. You will be empowered to make decisions in line with process, policy, and obligations with a goal to rehabilitate customers for both the short and long term.

Ideally, you have experience in the banking industry and have experience working in a highly compliant environment but most importantly you will a strong commitment to customer satisfaction and have a keen interest in building a career with us.
- Prior experience in Collections is desirable
- Strong administrative skills, able to assess and validate various documents and follow processes and policy, within a highly compliant environment
- You are adaptable, resilient and strive working with limited supervision
- Strong attention to detail confident identifying and investigating errors
- Confident communicator - both written and verbal - able to build professional partnerships with internal and external customers

**What’s it like to work there?**
When you join, you’ll become part of the broader Westpac Group family - where we aim to be a friendly, switched-on team working for a single purpose - Helping Australians Succeed - it’s what we do, who we are and why we come to work every day. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility

**How do I Apply?