Early Customer Engagement Specialist

Job Description

Please note the role is casual and we are accepting candidates across Sydney, Melbourne & Perth. Casual contracts are a minimum of 8 hours per week. The start date for the role is 3rd of March (we also have another intake on the 31st of March). Candidates must be available for full-time training from 3rd of March - 27th of March Monday to Friday 9am-5pm AEST , or 31st of March - 28th of April Monday to Friday 9am-5pm AEST for the later intake. During training, Wednesdays will be office based and the rest of the shifts can be completed from home. Shifts post training will have a requirement of one day in the office per fortnight, with the rest of shifts being from home. Your team Collections and Hardship have 5 distinct teams within the department, all of which are fully focused on helping customers rehabilitate their credit facility. The Early Customer Engagement team supports customers in their early arrears and offers short term solutions that do not require more complex assistance, where a customer is experiencing financial difficulties that require either short or more medium term support. Your impact & contribution You will effectively manage the handling of client early stage arrears and work with the customer to negotiate suitable payment arrangements. You will be responsible for achieving RPC and dollars recovered targets, with an overall focus on minimizing credit losses for Credit Cards, Personal Loans, and Housing Loans. You will do this via making outbound collections calls or inbound calls. In this role you need to be able to recognize the risks and issues that may impinge on the recovery process. Your responsibilities Successfully answer calls presented via an automated dialler system with the objective of achieving set RPCs and successful payment outcomes. Negotiate and approve repayment arrangements suitable to mitigate continued or further delinquency. Identify customers experiencing financial difficulty that require a different payment treatment and provide them with relevant information. Utilize all key techniques in gaining commitment to make payment through following the Early Customer Engagement call Model. Demonstrate competence in the collections process on all arrears products. Perform manual searches of customers in arrears when required. Display the Group’s core vision and values. Identify and update details to ensure accuracy of all Customer information. About You You are highly motivated, empathetic, and resilient; with strong negotiation skills to achieve mutually agreeable outcomes. You demonstrate effective listening skills, with clear and concise communication skills. You have a drive to reach and exceed expectations and enjoy working within a fast-paced, high-energy environment. Your development If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into higher leadership roles, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move. 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 09/02/2025 #J-18808-Ljbffr