Financial Assistance Consultant

Purpose;

The Financial Assistance Consultant, reporting to the Team Manager, Financial Hardship, is responsible for providing personalised and timely support to Angle customers in moments that matter.

You will build rapport with customers experiencing financial hardship through quality conversations, listening to their situation and assessing and recommending sustainable solutions based on their personal circumstances.

Key Deliverables;

• Customer Conversations: Inbound & outbound call handling to support customers experiencing financial hardship.  Building rapport, connecting with compassion, understanding customer situations, and communicating options to support customers. 

• Hardship Cases Analysis and Decisions: Assess and process hardship applications, reviewing customer personal circumstances to determine appropriate sustainable solutions in line with policies, regulatory requirements, and individual circumstances.

• Be the Link to Support: Connect customers to external support services where needed to assist them in resolving their financial difficulties more holistically.

• Quality & Compliance Driven: Maintain accurate file notes and ensure all interactions, decisions, and outcomes meet hardship policies, regulatory frameworks, and quality standards. Log and resolve hardship-related complaints as required.

• Financial Counsellor Connections: Work closely with customers’ financial counsellors to implement sustainable solutions.

• Continuous Improvement: Work with colleagues to identify emerging trends, themes or insights to develop process improvements and enhance portfolio management.

Experience:

• Previous hardship experience within the banking and financial services industry, in a contact centre environment, is preferred. Experience in collections, complaints or supporting other vulnerable customers will also be considered.

• Highly developed interpersonal skills, with the ability to build rapport and guide customer conversation to a sustainable solution.

• Strong decision-making and problem-solving skills

• Strong customer focus, with a passion for delivering quality outcomes for customers, through both verbal and written communication

• Capacity to efficiently manage your time and multitask with a strong commercial mindset

• Proficiency in Microsoft Office Suite (advanced level preferred)

Qualifications:

• Tertiary qualification in Administration, Business or similar is beneficial, but not essential

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.