Hardship Consultant

Contact Centre Role - Temporary Role - Perm Opportunity - Full Time hours - Mon-Friday - $37.78 p/hr Your new company


This position is with an Australian Big 4 Bank, based at their Brisbane contact centre in their Financial Hardships team.


Your new role

The primary responsibility of the Consultant is to take inbound calls and initiate outbound calls to assist customers who are in hardship, unable to meet their contractual home loan repayments in a timely manner. The consultant will set up a moratorium period for eligible customers, assess their financial position, and provide appropriate advice on available options.

• Assess customers' financial positions, including their liabilities and assets.
• Handle sensitive conversations surrounding financial situations, showing exemplary interpersonal skills
• Provide appropriate advice on available options
• Apply problem-solving skills when assessing individual situations for customers and be accountable when making informed decisions.

• Temporary 6-month contract with potential for extension or permanency based on performance & behaviour (role is viewed as ongoing, but will commence as a temporary contract position)
• Full-Time hours - 37.5 hours per week - Monday-Friday on a rotating roster between 8:30am-7pm, with 2-3 later shifts per week.
• $37.78 per hour + Super
• Work from home flexibility (2 days WFH) (full-time in office during training)
• Start date: approx. 27th May 24
• Based in Brisbane CBD
• 6 week training program

What you'll need to succeed

• Proven Customer Service experience
• A genuine passion for providing first-class customer service
• High attention to detail when dealing with customer enquiries
• Exceptional communication skills
• Great computer skills to work with multiple systems simultaneously
• Ability to work towards individual targets and team goals
• Strong empathy and the ability to build rapport with customers

What you'll get in return

• Potential for temp contract extension or permanency based on performance & behaviour, with further career progression opportunities.
• Work from home flexibility; After training, 2 days WFH flex. can be offered - please note this is subject to performance post-training.
• $37.78/hour + Super
• Industry leading training

What you need to do now


If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now for further information.