Customer Assist Specialist
Core
Support customers experiencing financial hardship, illness, unemployment, or natural disasters by assessing circumstances and providing tailored repayment solutions.
Role type
Customer Assist Specialist (Hardship & Collections)
Builds
Repayment solutions and positive customer outcomes for individuals in financial distress
Domain
Financial Services / Lending / Customer Support
Deliverable
client delivery
Required skills
Empathy, sound decision-making, assessment of customer circumstances, communication, relationship-building, compliance adherence, multi-priority management
Preferred skills
Experience in hardship, collections, credit management, customer assistance
Technologies
None stated
Responsibilities
Support customers experiencing financial hardship with empathy and professionalism; Assess customer circumstances and identify appropriate support options and repayment solutions; Manage hardship applications and customer enquiries from initial contact through to resolution; Work closely with internal teams to deliver positive customer outcomes; Provide clear and accurate information across customer interactions; Ensure activities comply with responsible lending, privacy, and regulatory requirements
Seniority
Individual Contributor