Senior Financial Assistance Consultant
$1,040,000–$1,040,000 year
On-siteSydney, New South Wales, Australia or Level, Penama Province, Republic of Vanuatu
Job Summary
Conduct inbound and outbound calls to support customers experiencing financial hardship, assessing personal circumstances to determine sustainable solutions and connecting them to external services. Process hardship applications in line with regulatory requirements while maintaining accurate file notes and resolving complaints. Complete quality assurance reviews of customer interactions and case outcomes to identify strengths, risks, and coaching opportunities. Provide side-by-side coaching, feedback, and training to team members to improve conversation quality and decision consistency. Analyze trends from quality reviews and customer interactions to identify emerging themes that drive process improvements and portfolio outcomes.
Required Qualifications
- Previous hardship experience within the banking and financial services industry, as a quality analyst, senior officer or team leader
- Experience in collections, complaints or supporting other vulnerable customers
- Highly developed interpersonal skills, with the ability to build rapport and guide customer conversations toward appropriate, sustainable solutions
- Strong decision-making and problem-solving skills
- Strong customer focus, with a passion for delivering quality outcomes for customers, through both verbal and written communication
- Demonstrated ability to coach, support and provide constructive feedback to team members to improve quality, consistency and customer outcomes
- Experience completing quality assurance reviews, identifying coaching themes and supporting continuous improvement
- Capacity to efficiently manage your time and multitask with a strong commercial mindset
- Tertiary qualification in Administration, Business or similar
Desired Qualifications
- Proficiency in Microsoft Office Suite (advanced level preferred)
- Experience in collections, complaints or supporting other vulnerable customers will also be considered
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