Customer Assist Officer, Collections

About the role: Full-time, hybrid, fixed-term contract until 30 June 2027. Based out of our Adelaide CBD Head Office.

At People First Bank, we know that life can take unexpected turns and that unplanned events can happen, and this can lead to our customers struggling to meet their loan or credit card commitments. 

As a Customer Assist Officer, you support and proactively work with our customers to come up with a suitable solution to bring their account back up to date.
This role is crucial in supporting our vulnerable customers in the moments that matter, working to achieve the best outcome for both the customer and business. 

Your responsibilities will include

• Interpreting and demonstrating an understanding of legislative requirements and operating within required guidelines and People First Bank’s risk appetite.
• Negotiating payment arrangements, ensuring arrangements are meaningful and sustainable, taking into account our customers’ ongoing living expenses.
• Providing support to customers by finding a solution that meets both customer needs and business outcomes.
• Effectively explaining and processing hardship applications
• Maximising operational efficiency and focusing on productivity to ensure service level agreements are met.
• Championing continuous improvement opportunities to enhance our customers` experience.
   

About you:

• Previous experience in collections/hardship for a bank or other consumer lender
• Demonstrated ability to have a member first focus
• Proven ability to adapt and manage multiple technology platforms
• Strong written and verbal communication skills
• Ability to manage members dissatisfaction and take ownership to resolve the issue
• Ability to listen and communicate effectively with a variety of stakeholders
• Friendly, confident, empathic even in challenging circumstances
• Ability to work in a team and proactively contributes and is accountable

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:  

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.
We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by EOD Monday 9th November 2026.

"Our diversity makes us stronger"

People First Bank acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past and present. We are committed to fostering a diverse, inclusive and culturally safe workplace where everyone feels valued, respected and able to thrive. We welcome applications from Aboriginal and Torres Strait Islander peoples and people of all backgrounds, identities and lived experiences. We welcome requests for reasonable adjustments to ensure all candidates can participate fairly and confidently in our selection process.