Sme Collections Consultant

**SME Collections Consultant **- 26712**
- **Permanent**:

- **Bedford Park, SA**:

- **Training will be full time on site with hybrid working arrangements**:

- **Monday to Friday; 8am-4pm with 10:30am-7pm shift once a week
**How will I Help?**
As an SME 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.

This will be brought about through exercising a variety of tools/methods such as negotiation and questioning skills, providing, and referring for hardship assistance where appropriate or referring customers to seek independent financial advice.

**What’s in it for me?**
You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is helping Australians succeed. So we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**
As an SME 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.

Expertise and knowledge required:

- Prior experience in Collections and Call Centre will be highly desirable
- Strong communication skills; both written and verbally and able to articulate well
- Strong relationship management to build effective working relationships with key stakeholders and provide a high level of excellence service to customers
- Manages self, works well under pressure, and manages competing priorities
- Expert judgement and decision making and have critical problem solving
- Identification and support to customers experiencing hardship and vulnerability
- Demonstrated interpersonal and collaborative relationship skills
- High level attention to detail
- Excels in a team environment with the maturity to act independently

**What is it like to work there?**
We aim to provide one big, supportive team of people who love helping others succeed. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. 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. And one where everyone belongs.

**How do I Apply?**
- The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines. _