Financial Assist Specialist

Please note we have 6 full-time opportunities where shifts will be across the contact centre operating Monday - Friday 6am-6pm AWST.

About our team:

Our Financial Assist team provide hardship assistance to assist our customers whilst they are experiencing financial difficulty. This also includes vulnerable customers that require bespoke and individual solutions to meet their personal and financial needs. We are a phone-based team but also engage with our customers through other channels such as Async chats and email correspondence.

Do work that matters

You will engage and work with our customers to support them by;

• To assist customers who are suffering financial difficulties in accordance with our obligations.
• Assess on a case-by-case basis, the financial position of customers identified by the Bank as potentially suffering financial difficulties.
• Building relationships with customers and working with them to identify potential solutions.
• Analysing customer position by assessing financial documents, history, employment with the intent of creating a personalised repayment solution that suits them.
• Being able to demonstrate a high level of empathy and understanding for our customers experiencing financial difficulty.
• An ability to actively listen to your customers and identify potential signs of vulnerability. 
• Ensuring the delivery of SLA’s within agreed time frames.
• Follow timely escalation procedures and follow up of agreed actions.
• Consistently meets productivity targets as set by the business.

We’re interested in hearing from people who have:

• A strong customer focus and a passion for delivering brilliant customer experiences.
• Experience working autonomously and to a schedule.
• Effective verbal communication, conflict management and influencing skills.
• Engaging and warm phone manner.
• Strong connection to emotional intelligence, resiliency, and confidence in navigating difficult situations.
• Well-developed analytical, problem-solving, and decision-making skills.
• Contact Centre background advantageous 
• Well-developed analytical, evaluating, and problem-solving skills.
• Extensive knowledge of Banking products and services, processes, and procedures
• High achievement/motivation drive
• Strong negotiation skills
• Strong conflict management skills

What's in it for you?

We offer you the chance to make real changes in the lives of our customers, to help them keep their homes and securing a better future for Australian families. In return, we will offer you first class training and ongoing support to help you succeed in your role and grow your career with the endless opportunities at Bankwest. 

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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