Hardship Officer
Aspire42 Services
- Bundall, QLD
- Permanent
- Full-time
- Desirable Gold Coast office location
- Dynamic, fast growing business
- Consumer finance for home products and services
- To assist customers with management of their accounts during times of hardship
- Managing a debt portfolio of contracts within hardship arrangements.
- Assess and complete hardship applications in a timely manner and in accordance with Credit legislation.
- Ensure all appropriate paperwork is processed expediently and in compliance with established policies and procedures.
- Negotiating with customers to agree on suitable payment arrangements.
- Coordinating with interstate agents to conduct field visits
- Skip tracing
- Resolving complaints to achieve payment solutions
- Inbound and outbound calls, emails and SMS
- Complying with policies & procedures of the Consumer Finance Division including the Credit Policy, Privacy Act & NCC
- Experience working in high volume transactional call centre environments, and able to demonstrate a successful track record of managing consumer debt collections.
- Experience in working within Hardships, or with vulnerable people would be advantageous.
- Superior written and verbal communication skills, especially verbal communication over the phone
- Excellent customer service skills, including the capability to de-escalate upset or emotional situations, and generate win-win outcomes for the company and the customer.
- Able to handle high pressure environments, remaining calm , courteous and methodical while demonstrating empathy to the customer as well as a determined and focused results orientation.
- A strong understanding of the national credit code, and you can operate in accordance with the code when dealing with consumers and external stakeholders