Hardships & Collections Consultant

Are you a compassionate communicator who thrives at finding solutions under pressure? Are you looking to excel a career within the banking and finance industry? As a Hardship & Collections Consultant, you will be a vital member of our Customer Assist Team. Your mission is to help customers return to financial health by managing secured and unsecured accounts and working with them to offer them tailored solutions resulting in a positive outcome.

In this role, you will handle both inbound and outbound calls, using your negotiation and questioning skills to understand unique customer situations. You will be empowered to make decisions that are educated and supportive with genuine customer care at front of mind.

What We Are Looking For

We are seeking individuals who demonstrate strong self-awareness and emotional intelligence. To be successful in this role, you should have:

• Communication Skills: Professional verbal and written communication skills with the ability to use positive language and tone.
• Negotiation Expertise: Strong influence and negotiation skills, with the ability to bridge "trust gaps" with customers.
• Resilience: The ability to maintain clarity and emotional distance while applying decisions under extreme pressure.
• Adaptability: A growth mindset and the flexibility to change hours or tasks to meet evolving business and customer needs.
• Experience: Prior experience in Collections is desirable. Knowledge of Westpac or St. George systems is a plus.

Key Responsibilities

• Customer Support: Guide customers through hardship and collections activities, helping them rehabilitate their financial standing for the short and long term.
• Problem Solving: Explore options and own your decisions to provide sustainable solutions for customers while meeting regulatory requirements.
• Relationship Management: Build trust through meaningful conversations, ensuring both expressed and unexpressed customer needs are met.
• Operational Excellence: Maintain high quality by following Standard Operating Procedures and legislative guidelines.

Your next step:

If this sounds like you, we would like to hear from you!

Simply click 'APPLY' and attach a copy of your updated CV to Juanita Forster- juanita.forster@randstad.com.au

Please note, only shortlisted applicants will be contacted.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.