The Financial Assistance Consultant, reporting to the Team Manager Financial Hardship is responsible for providing personalised and timely support and help to Angle Auto customers in moments that matter.
This means connecting with customer providing personalised service, building trust by being open and honest, listening and understanding their situation.
You will develop abilities in having deep customer relationships, quality conversations and being able to connect across the Angle Auto value chain to find solutions for customers.
Core responsibilities
Evaluate, analyse, and decide on applications for financial hardship assistance, including reviewing all accompanying documentation.
Assess the client's situation comprehensively and articulate suitable financial remedies
Engage in discussions with clients or their representatives on complex and sensitive issues, negotiating personalised financial arrangements via telephone, email and letter
Address client inquiries and formally confirm financial hardship assistance resolutions in written correspondence.
Maintain accurate and updated records detailing client interactions, reasons for financial challenges, assessment outcomes, and hardship resolutions.
Support the investigation and resolution of client complaints and disputes as needed.
Qualifications
Tertiary qualification in Administration, Business or similar is beneficial, but not essential
Experience
Previous Collections/Hardship experience within the banking & financial services industry
Strong customer focus and passion for delivering quality outcomes for the customer (written and verbal)
Highly developed and professional interpersonal skills, including strong relationship development skills
Ability to connect with customers, build a relationship and lead the conversation to the right solution
Capacity to efficiently manage your time and multitask with a strong commercial mindset
Prior experience in a Financial Services / contact centre environment is desirable (not mandatory)
Proficiency in Microsoft Office Suite (advanced level preferred)
Strong decision making and problem-solving skills
Employee Benefits
We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites.
Birthday leave: Enjoy a day off on your birthday, because you deserve it.
Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.
Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.
$500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.
Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.
Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.
Paid parental leave: Be there for life’s most important moments with time to support your growing family.
SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.
Purchased annual leave: Gain extra flexibility by purchasing additional leave.
Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.
We'd love to hear from you
Select the 'Apply' button above to send your resume through to the Talent Acquisition team.
Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.
