• Hybrid Working Environment
• $37.66 PH Plus Super
• Full-Time Position (Monday – Friday on a rotating roster, need to commit to three 11am -7pm shifts a week and two 9-5pm shifts a week)
• 12-Month Contract with potential for extension or going Permanent
• Office based in Docklands
• Start date: April 2025

Your new company

Are you ready to elevate your career and become part of a leading financial institution? Embrace the opportunity to make your mark with one of the Big 4 Banks and propel your professional journey to new heights. With our Collections Specialist team rapidly expanding, assisting customers across Australia and New Zealand, this is your chance to join a dynamic business that values excellence and offers unparalleled career progression. Our commitment to attracting and retaining the best talent ensures you’ll be supported on your journey to unlocking a world of opportunities.

Your new role

• Initiating outbound calls to existing customers about their mortgages, loans, credit cards, and other unsecured products. Some calls may involve managing complex personal situations, such as disagreements between co-borrowers (e.g., separating spouses) or instances of domestic violence, requiring careful handling.
• Handling a mix of inbound and outbound calls, with 60+ customer contact calls per day. You will demonstrate empathy and care while consulting with customers, recouping existing debt, and negotiating payment plans. This includes addressing financial struggles due to the increased cost of living and, when necessary, referring customers to the hardship team for further assistance.
• Maintaining professionalism and excellent customer service, while identifying triggers for hardship and adhering to banking compliance guidelines.
• Managing early-stage mortgages and end-to-end unsecured products with a variety of tasks. Some calls will be more straightforward, dealing with insufficient funds for home loans or credit cards, and customers may need help understanding their outstanding amounts.
• Uncovering any future needs for the customer, ensuring they are supported effectively regardless of the situation.

What you'll need to succeed

• Genuine empathy for customers and a passion for providing top-notch service that exceeds expectations.
• Exceptional communication skills
• Determination to succeed and able to adapt to change and can work in a high-pressure environment
• A knack for problem-solving and a curious mindset to explore new approaches that optimise team performance and improve customer service.
• Natural ability to collaborate effectively with others, aligning with our bank’s purpose and values.
• Unwavering motivation to grow and develop a fulfilling career within the Banking Industry.

What you'll get in return

• The job is a 12-month contract with the potential for extension or to go permanently.
• Opportunities in collections, hardship, litigation, property sales, small business, and other areas.
• With 3 weeks of classroom training and 4 weeks of on-the-job training.
• Training would consist of mortgages, personal loans, credit cards and then having the opportunity to learn more skills/products.
• Ongoing coaching and support
• Opportunity to work from home and in the office
• Work for a company that promotes a diverse workforce

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 to howard.richards@hays.com.au, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.