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About the Role

The Financial Assistance Consultant provides personalized and timely support to Angle customers experiencing financial hardship. This role involves building rapport, understanding customer situations, and recommending sustainable solutions.

Responsibilities

• Handle inbound and outbound calls to support customers experiencing financial hardship.
• Build rapport, connect with compassion, and understand customer situations.
• Communicate options to support customers.
• Assess and process hardship applications, reviewing customer circumstances to determine appropriate sustainable solutions.
• Ensure decisions align with policies, regulatory requirements, and individual circumstances.
• Connect customers to external support services when needed.
• Maintain accurate file notes and ensure all interactions, decisions, and outcomes meet hardship policies, regulatory frameworks, and quality standards.
• Log and resolve hardship-related complaints.
• Work closely with customers’ financial counsellors to implement sustainable solutions.
• Collaborate with colleagues to identify emerging trends and themes for process improvements and enhanced portfolio management.

Requirements

• Previous hardship experience within the banking and financial services industry, in a contact centre environment, is preferred.
• Experience in collections, complaints, or supporting other vulnerable customers will also be considered.
• Highly developed interpersonal skills, with the ability to build rapport and guide customer conversation to a sustainable solution.
• 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.
• Capacity to efficiently manage time and multitask with a strong commercial mindset.
• Proficiency in Microsoft Office Suite (advanced level preferred).

Education Level

• Tertiary qualification in Administration, Business or similar is beneficial, but not essential.

Benefits

• Birthday leave
• Health and wellbeing leave
• Volunteering day
• $500 ergonomic equipment reimbursement
• Recruitment referral program (up to $5,000)
• Employee rate program for auto finance
• Paid parental leave
• SPARK employee benefits program (discounts and wellbeing support)
• Purchased annual leave
• Diversity flex leave

About the Company

• Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce.

Equal Opportunity

• It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.