Randstad are currently seeking professionals to join one of Australia’s fastest growing finance lenders within their Contact Centre team team as a Hardship Specialist.The core function of this role is to provide excellent customer service and assist vulnerable customers with warmth and empathy. You will be working in a flexible and supportive team within a culture and working environment unlike any other. Tasks include, but are not limited to:
- Assessing customer financial circumstances and identifying solutions to assist in restoring their loans into good standing
- Receiving and assessing financial hardship applications
- Liaising with our external collections agencies, where required
- Assessing and responding to proposed debt agreements and bankruptcy petitions
- Implementing and documenting effective hardship processes
- Building and maintaining strong relationships with senior management and other internal teams
- Compliance with all regulatory obligations including the NCCP Act, Privacy Act, ASIC Regulatory Guides and AML/KYC requirements
- Inbound and Outbound customer contact will be required
- 2+ years’ experience and demonstrated high performance in an unsecured or secured hardship role
- A strong understanding of hardship regulations
- Extraordinary verbal communication ability and powers of persuasion
- Superb organisation and attention to detail
- Ability to show empathy
- The ability to work autonomously, think on your feet and work in an evolving work environment dealing with complex enquiries
- High level of empathy and resilience
- Professionalism and empathy when handling inbound and outbound calls
- Proven examples of strong customer focus and dispute resolution
- A competitive and attractive salary
- Beautiful new office located in a convenient CBD location
- An engaging and motivating work environment
- Monthly social events
- An exciting opportunity to work within one Australia’s fastest growing lenders
- Monday - Friday - no weekends or late nights!
- Hybrid working model on offer