Collections and Hardship Customer Service
Your new company
Join a leading financial services organisation that prides itself on delivering exceptional customer support and ethical practices. This is your chance to work in a dynamic environment where your skills in collections and hardship management will make a real difference.
Your new role
You'll manage early-stage delinquent accounts and assist customers experiencing financial hardship. You'll play a key role in reducing delinquency rates while maintaining compliance and delivering empathetic customer service.
Key Responsibilities:
* Manage and monitor early-stage delinquent accounts and identify customers in hardship.
* Offer hardship assistance and ensure ethical debt recovery practices.
* Adhere to financial regulations, policies and industry standards.
* Report high-risk accounts, including potential fraud or vulnerability cases.
* Identify opportunities for process improvement and efficiency.
* Collaborate with internal teams and external stakeholders to resolve complex cases.
What you'll need to succeed
* Minimum 1 year's experience in banking or mortgage collections, credit management or recovery.
* Strong knowledge of debt collection guidelines, financial hardship processes and compliance obligations.
* Excellent negotiation and conflict resolution skills.
* Empathetic approach with strong communication and interpersonal abilities.
* Proficiency in collections management systems and reporting tools.
What you'll get in return
* Hybrid Work Options - Flexible arrangements including work-from-home. (2 days from home)
* Up to $90k + 14% super
* Career Growth - Clear progression pathways and professional development opportunities