Hardship Officer

at  Aspire42 Services

Hardship Officer

• Desirable Gold Coast office location
• Dynamic, fast growing business
• Consumer finance for home products and services

Why You Should Apply:
Aspire 42 is an Australian company, dedicated to investing in and developing existing businesses and creating new ones. They have a strong and developing presence in a diverse range of industries including consumer and business finance, home services, and health and lifestyle.
The company has made a strategic decision to invest in the Gold Coast, in order to capitalise on a range of commercial opportunities, and at the same time be able to offer exciting career opportunities and lifestyle benefits to a growing professional talent pool in the area.

Your Skills and Experience:

• Experience working in high volume transactional call centre environments, and able to demonstrate a successful track record of managing consumer debt collections.
• Experience in working within Hardships, or with vulnerable people would be advantageous.
• Superior written and verbal communication skills, especially verbal communication over the phone
• Excellent customer service skills, including the capability to de-escalate upset or emotional situations, and generate win-win outcomes for the company and the customer.
• Able to handle high pressure environments, remaining calm , courteous and methodical while demonstrating empathy to the customer as well as a determined and focused results orientation.
• A strong understanding of the national credit code, and you can operate in accordance with the code when dealing with consumers and external stakeholder

As a Hardship Officer, your key responsibilities will be:

• To assist customers with management of their accounts during times of hardship
• Managing a debt portfolio of contracts within hardship arrangements.
• Assess and complete hardship applications in a timely manner and in accordance with Credit legislation.
• Ensure all appropriate paperwork is processed expediently and in compliance with established policies and procedures.
• Negotiating with customers to agree on suitable payment arrangements.
• Coordinating with interstate agents to conduct field visits
• Skip tracing
• Resolving complaints to achieve payment solutions
• Inbound and outbound calls, emails and SMS
• Complying with policies & procedures of the Consumer Finance Division including the Credit Policy, Privacy Act & NCC

Your Skills and Experience:

• Experience working in high volume transactional call centre environments, and able to demonstrate a successful track record of managing consumer debt collections.
• Experience in working within Hardships, or with vulnerable people would be advantageous.
• Superior written and verbal communication skills, especially verbal communication over the phone
• Excellent customer service skills, including the capability to de-escalate upset or emotional situations, and generate win-win outcomes for the company and the customer.
• Able to handle high pressure environments, remaining calm , courteous and methodical while demonstrating empathy to the customer as well as a determined and focused results orientation.
• A strong understanding of the national credit code, and you can operate in accordance with the code when dealing with consumers and external stakeholders