ABOUT YOU:

We are seeking an experienced professional with a proven track record in hardship or collections within the retail or financial services industry. You are passionate about delivering customer-first outcomes, using your skills to support members through challenging situations while achieving the right balance between empathy and results. You have a genuine enthusiasm for coaching and developing others—building capability, competency, and confidence within the team. Your personal energy, drive for achievement, and commitment to excellence mean you consistently deliver at a high standard while championing the values that matter most to our members and our business.

ABOUT THE ROLE: PERMANENT, FULL-TIME

At People First Bank, we understand that life doesn’t always go to plan. Unexpected events can affect anyone, and when they do, we’re here to help. As a Senior Customer Assist Officer , you will be the supportive voice and problem-solver for members experiencing financial difficulty with their loans or credit cards. You will work with empathy and understanding to explore options, create realistic solutions, and deliver outcomes that support both our members and the business.
In this senior role, you will provide guidance, mentorship, and support to the Customer Assist team, handle complex escalations, and step in for leaders when required. You will oversee reporting, monitor performance and identify trends, while championing continuous improvement opportunities to enhance our service and processes. This is your opportunity to make a meaningful difference while leading by example in a supportive, solutions-focused environment.
To learn more about how our team supports financial difficulty, please click here .

YOUR RESPONSIBILITIES WILL INCLUDE:

• Interpret and demonstrate an understanding of legislative requirements and operate within required guidelines and People First Bank’s risk appetite
• Negotiate payment arrangements, ensuring arrangement is meaningful and sustainable, considering customer(s) ongoing living expenses
• Effectively explain, process and outcome Hardship applications
• Support leaders to build capability, competency and confidence in the team through constructive coaching, feedback, support and knowledge management