Description:
Location: Bedford Park, SA
Role Type: Full-time | Contract | On-site
About Us
We are partnered with a leading financial institution with a rich heritage, offering employees a multitude of opportunities. We aim to attract the best people inside and outside of the business – building an organization where the best talent thrives.
About the Role
As a Hardship & Collections Consultant, you will be a key member of the Customer Assist Team within Customer Solutions. Your role is paramount to helping contribute to the delivery of our vision and strategic priorities. The role is critical for our customers in finding a solution to bring their secured and/or unsecured accounts into order in a timely manner. Engagement with customers can occur through any point in the delinquency lifecycle, so the team member must have the capability to handle customer situations pre and post write-off.
The Hardship & Collections Consultant 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 achieved 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.
Responsibilities
- Customer Retention: Help customers regain financial health and maintain ongoing banking relationships.
- Customer Sentiment: Assess and coach quality customer needs conversations to meet expressed and unexpressed needs.
- Business Relationships: Leverage relationships with internal and external partners to identify opportunities and improve commercial returns.
- Referrals: Actively seek referrals to business partners from customers.
- Collections Vision: Contribute to achieving the Collections Vision and Objectives.
- Delinquency Management: Minimize the risk of potential loss by containing delinquency levels.
- Compliance: Adhere to regulatory and legislative guidelines, policies, and procedures.
- Service Excellence: Interact with customers professionally across different product portfolios and channels.
Expertise & Experience Required
- Prior experience in Collections is desirable.
- Manages self, works well under pressure, and manages competing priorities.
- Decisive, commercially prudent, effectively balances risk and reward.
- Knowledge of and adherence to relevant legislation and policies.
- Strong influence and negotiation skills.
- Demonstrated interpersonal and collaborative relationship skills.
- High level of attention to detail.
- Excels in a team environment with the maturity to act independently.
- Good working knowledge of banking systems.
- Sound knowledge of banking products and procedures.
If you are passionate about providing exceptional customer service and have the expertise to handle fraud and scam operations, we invite you to express your interest in this exciting opportunity.
Please note that by submitting an Expression of Interest (EOI), you are not submitting a formal job application. This EOI is intended to gauge interest and gather preliminary information from potential candidates. Formal applications will be requested at a later stage if your profile matches the requirements of the role. Thank you for your understanding.