Financial Assistance Coordinator

As the Financial Assistance Coordinator based in Brisbane City your role entails managing day to day actions in line with the Financial Assistance /Hardship framework.
You will be accountable for making key considerations around vulnerability and Customer needs whilst considering industry standards.
**You’ll make an impact by**:

- Effectively identifying, reviewing and assessing customer requests.
- Managing inbound and outbound calls including, pre and post Financial Assistance as well as an element of Collections where appropriate.
- Ensuring that regulatory requirements are followed with all your actions, together with accurate and reflective customer record keeping.
- Capturing and resolving any expressions of dissatisfaction whilst additionally identifying any issues that require escalating.
- Delivering a genuine and customer obsessed approach.

**Do things differently with us**

**To succeed in this role, you will have**:

- Min 2 years’ experience in the Financial Services industry and experience working within regulatory standards associated with collections and Hardship practices.
- Demonstrated understanding of the NCCP and APP guidelines.
- Strong communication and negotiation skills, with a use of creativity to drive continuous change and provide key outcomes for our customers.
- A passion for excellent customer service, accompanied with accountability and professionalism.
- Resilience and adaptability to work in this fast-paced call centre environment.

**Why Great Southern Bank?**

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

- Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
- Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
- Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more

**Why Great Southern Bank?**

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

- Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
- Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
- Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more

**Imagine working for a bank that truly helps people. You can.**

Applications will close on, or before** Friday 15th August 2025**
- At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day._