Customer Specialist - Customer Assist, Hardship

This is your opportunity to join a highly self-sufficient, motivated team renowned for consistently delivering top notch support to our customer to improve their financial health. They foster a positive team environment and are valued and recognised for their efforts and commitment.
 

About the role:

The Hardship care team exists to help customers succeed through challenging times.

We establish a professional relationship with the customer in order to Identify their needs including hardship, financial assistance or dissatisfaction and then educate customers about their account and next steps in the legal process, if all other avenues have been exhausted.

• Provide quality customer service with empathy for customers in stressful situations.

• Guidance to customer who call in relation to their account and hardship assistance process.

• Complete and assess hardship applications received through various channels and budget advisors.

• Complete administrative tasks such as actioning online applications, Inbox handling, processing approvals on applications as required.

• Appropriately determine what tools will assist the customer to rehabilitate their account and discuss the benefits of this with them.

• Ensure actions comply within policy, procedure, and strict legislative guidelines.

• We strive to remove customer pain points and obstacles to deliver outstanding customer service.
   

 Ideally, we're looking for the following: 
Let’s look at you:

This role requires a level of resilience that views obstacles as an opportunity and the ability to think outside the box, be ready to use your negotiation skills and make some tough decisions.

Considering the nature of business for our team we need someone with sound judgement and the ability to connect with a variety of people and really appreciate their individual situation.

• Proven ability to provide excellent service and support in a Customer Assist environment

• Demonstrated experience in the delivery of quality customer engagement frameworks within the financial services industry.

• Excellent communication with strong capabilities to articulate complex information.

• Strong understanding of compliance requirements, financial industry principles and regulations.

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident you’d be a good fit, we’d love to hear from you!

• Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days

•  Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave

• Yearly salary reviews.
   

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.
 

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.