Hardship & Collections Consultant

Job description

- Adelaide based - Hybrid work after 6 months - 1 permanent and 1 max-term position available What’s the role?: As a Hardship & Collections Consultant, you will be a key member of the Customer Assist team, supporting the delivery of Westpac’s strategic priorities by helping customers navigate financial difficulty. You will engage across multiple product portfolios, working with customers to identify sustainable solutions that restore financial wellbeing while protecting the Group’s assets. Key responsibilities: You will work on a rotating roster with shifts between 8am - 8pm (SA time) Monday to Friday. If you are the successful candidate for this role, your employment is expected to transfer to Pepper Money, along with other employees, as part of the completion of the transaction, currently anticipated around August this year. - Engage with customers to understand their situation and provide tailored, sustainable solutions - Manage accounts across the collections and hardship lifecycle, including pre and post write-off - Negotiate repayment outcomes while supporting customers experiencing hardship or vulnerability - Ensure all decisions are fair, compliant, and aligned with policy...