We are partnering with a well-established financial services organisation seeking a customer-focused professional to join their Collections team. This team plays a vital role in supporting customers experiencing financial difficulty, helping them navigate complex situations while delivering fair and sustainable outcomes.
This position is ideal for someone who combines strong relationship-building skills with empathy, resilience, and a solutions-focused mindset. You'll be engaging with customers during sensitive circumstances, requiring the ability to ask thoughtful questions, actively listen, and communicate effectively to achieve positive outcomes.
Key Responsibilities
- Engage with customers experiencing financial hardship to understand their circumstances and identify appropriate support solutions
- Build and maintain positive customer relationships through empathetic and professional communication
- Negotiate and manage payment arrangements in accordance with internal policies and regulatory requirements
- Maintain accurate and detailed records of customer interactions, agreements, and case progress
- Work collaboratively with internal stakeholders to support customer outcomes and improve collection strategies
- Prepare reports and provide updates on portfolio performance, customer feedback, and case activity
- Ensure all customer interactions are handled fairly and in line with relevant industry and compliance standards.
Skills & Experience
- Collections experience in hardships or financial services
- Strong communication and interpersonal skills, with the confidence to manage challenging conversations while demonstrating empathy
- Excellent problem-solving, negotiation, and decision-making abilities
- High attention to detail with strong organisational and administrative skills
- Ability to work autonomously and collaborate effectively within a team environment
- Sound understanding of hardship assistance, collections processes, and relevant regulatory obligations
- A customer-centric approach with excellent time management and prioritisation skills.
Benefits
- Hybrid WFH
- Additional leave
- Bonus
