Early Customer Engagement Specialist

• This is a permanent part time position, 32 hours per week across four days
• Operating hours are between 6am - 6pm AWST Monday to Friday, availability is required during that period subject to business requirements.
• Start date is Monday 15th of April 2024
• Training will be full time hours for 2 weeks in our office in Murray Street, Perth.
• Hybrid working will be available once competent in the role, you would then be required to be in the office once a fortnight.

Your business

Bankwest Collections and Hardship are rolled in to centralised Collections function across the group managing collections, recoveries and financial difficulty in various locations across Sydney, Melbourne and Perth.

Collections and Hardship is responsible for recoveries of funds from customers who have fallen behind on their payment on their credit facilities like Credit Cards, Personal Loan, Home Loans and small Business Loans. We also help customers with a range of repayment options when they are experiencing significant hardship events to assist them during the period of hardship. The overall aim of the department is to return accounts to fully productive status and improve the financial wellbeing of our customers.

Your team

Collections and Hardship have 5 distinct teams within the department, all of which are fully focused on helping customers rehabilitate their credit facility.

Early Customer Engagement team support the customers in their early arrears and offer short term solutions that do not require more complex assistance, where a customer is experiencing financial difficulties that requires either short or more medium term support.

Your impact & contribution

You will effectively manage the handling of client early stage arrears and work with the customer to negotiate suitable payment arrangements.

You will be responsible for achieving RPC and dollars recovered targets, with an overall focus on minimizing credit losses for Credit Cards, Personal Loans and Housing Loans.

You will do this via making outbound collections calls, or Inbound calls.

In this role you need to be able to recognize the risks and issues that may impinge on the recovery process.

Your responsibilities

• Successfully answer calls presented via an automated dialler system with the objective of achieving set RPCs and successful payment outcomes.
• Negotiation and approval of repayment arrangements suitable to mitigate continued or further delinquency
• Identification of customers experiencing financial difficulty that require a different payment treatment and providing them with relevant information.
• Utilise all key techniques in gaining commitment to make payment through following the Early Customer Engagement call Model
• Competence in the collections process on all arrears products.
• Perform manual searches of customers in arrears when required
• Display the Group's core vision and values
• Identifying and updating details to ensure accuracy of all Customer information.

About You

You are highly motivated, empathetic and resilient; with strong negotiation skills to achieve mutually agreeable outcomes. You demonstrate effective listening skills, with clear and concise communication skills. You have a drive to reach and exceed expectations and enjoy working within a fast paced, high energy environment.

Your development

If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into higher leadership roles, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.

Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. One where we're driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.

Here, you'll thrive. You'll be supported when faced with challenges, and empowered to tackle new opportunities. We really love working here, and we think you will too.

We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.