Hardship & Collections Support Consultant

Make a genuine difference in people's lives while building your career with one of Australia's leading banks!

We're looking for passionate, empathetic and customer-focused individuals to join the Financial Hardship & Assistance team of a highly respected Australian financial institution.

With multiple opportunities available, this is a fantastic chance to step into the banking industry, develop valuable financial services experience and help customers navigate challenging financial circumstances.

The Opportunity

This isn't your typical high-volume call centre role.

You'll be supporting customers who are experiencing financial difficulties, taking the time to understand their individual circumstances and helping them explore practical solutions.

You'll typically handle around 10–12 customer conversations per day, allowing you to focus on quality interactions rather than rushing through calls.
It's a role where empathy, patience and problem-solving skills really matter.

What You'll Be Doing

• Managing inbound calls from customers seeking financial assistance
• Having meaningful, supportive conversations with customers experiencing financial hardship
• Understanding individual circumstances and identifying suitable assistance options
• Explaining available solutions clearly and professionally
• Building trust and rapport while navigating sensitive conversations
• Accurately updating customer information across multiple banking systems
• Working closely with your team to achieve positive customer outcomes
• Delivering a high standard of customer care while meeting compliance and quality requirements

What We're Looking For

We're looking for people who are naturally compassionate, confident communicators and genuinely enjoy helping others.

To be successful, you'll bring:

• Previous experience in a customer-facing or customer support role
• Excellent communication skills and the ability to build rapport quickly
• A calm, patient and empathetic approach to challenging conversations
• Strong problem-solving skills and the ability to think on your feet
• Confidence working across multiple computer systems
• Excellent attention to detail and organisational skills
• Resilience, emotional intelligence and a positive attitude
• A genuine willingness to learn and develop within financial services

No banking experience? No problem! We're more interested in your attitude, communication skills and ability to connect with people. If you've worked in customer service, hospitality, retail, contact centres or any role where you've supported people through challenging situations, we'd love to hear from you.

What's on Offer?

• Excellent hourly rate: $40.84 per hour + superannuation
• Start date: Monday, 23 November 2026
• Contract: 9 months
• Location: Parramatta, Sydney
• Multiple vacancies: Several opportunities available
• Paid training: Approximately four weeks of comprehensive classroom training
• Ongoing support: A structured three-month supported learning period following your initial training
• Career development: Gain valuable experience with one of Australia's leading financial institutions
• Supportive environment: Join a collaborative team focused on helping customers achieve positive outcomes

Full Training Provided

If you're looking for more than just another customer service job, this could be the perfect next step.
You'll have the opportunity to develop specialist skills within banking, work with a supportive team and genuinely make a difference to customers who need assistance.

Ready to Take the Next Step? Apply today to be considered for this fantastic opportunity!