At a Glance
- Tasks: Provide empathetic support to customers facing financial difficulties and guide them to solutions.
- Company: Join a dynamic team in a fast-paced contact centre environment.
- Benefits: Gain valuable experience, develop negotiation skills, and make a real difference in people's lives.
- Other info: Collaborative culture with opportunities for continuous improvement and career growth.
- Why this job: Help customers navigate tough times while enhancing your problem-solving and communication skills.
- Qualifications: Experience in customer support and managing complex conversations is essential.
The predicted salary is between 41850 - 51150 $ per year.
- Provide timely, empathetic, and specialist support to customers experiencing financial difficulty
- Connect with customers in a fast-paced contact centre environment and guide them toward sustainable solutions
- Manage individual hardship applications from start to finish
- Assess customer circumstances and negotiate fair, compliant payment plans
- Investigate and resolve cases within agreed service levels
- Prioritise urgent and sensitive matters
- Balance business guidelines with customer needs and de-escalate sensitive cases
- Identify systemic issues and share feedback to improve processes, systems, and the customer journey
- Build networks with internal business partners and external advocates, including the Ombudsman, financial counsellors, and community agencies
Requirements
- Proven experience in a dynamic contact centre environment
- Experience managing complex customer conversations across multiple channels
- Strong hands-on experience in financial hardship, credit, collections, or dispute resolution
- Ability to assess individual circumstances against regulatory frameworks such as ASIC/ACCC guidelines
- Exceptional ability to support customers through sensitive and complex financial situations
- Strong negotiation and influencing skills
- High digital literacy and confidence using contact centre systems, CRMs, and large databases
- Ability to navigate multiple systems and manage several screens while talking and typing
- Collaborative approach and commitment to continuous improvement
- Full working rights in Australia
- Ability to successfully complete required background and criminal history checks
- Core Competencies
Demonstrates expertise in managing complex customer conversations and financial hardship situations while adhering to regulatory frameworks.
Proven ability to negotiate fair payment plans and improve customer experiences through collaboration and process enhancement.
- Highest-signal resume keywords
- Financial Hardship Management
- Negotiation Skills
- Contact Centre Experience
- Regulatory Framework Assessment
- Digital Literacy
- ATS Optimization Keywords Hard Skills
- Financial Hardship
- Credit Management
- Collections
- Dispute Resolution
- Payment Plan Negotiation
- Case Investigation
- Service Level Management
- System Navigation
- Data Management
- Soft Skills
- Empathy
- Collaboration
- Problem Solving
- Influencing Skills
- Customer Support
- Industry Keywords
- ASIC Guidelines
- ACCC Guidelines
- Customer Journey Improvement
- Financial Counsellors
- Community Agencies
- Tools & Technologies
- Contact Centre Systems
- CRM Software
- Large Databases
Customer Support Specialist – Hardship in Melbourne employer: Jobtailor
As a Network Engineer with us, you'll thrive in a dynamic work environment that prioritises innovation and collaboration. We offer competitive benefits, a strong focus on employee development, and opportunities to work with cutting-edge technologies while supporting Small and Medium Business clients. Our inclusive culture fosters growth and encourages proactive problem-solving, making it an ideal place for those seeking meaningful and rewarding employment.
