Financial Assistance Consultant
Core
Provide personalized support to customers experiencing financial hardship through inbound/outbound calls, case analysis, and connecting them to external resources.
Role type
Financial Assistance Consultant (Contact Centre)
Builds
Sustainable financial solutions for customers in hardship
Domain
Banking and financial services (Auto Finance)
Deliverable
client delivery
Required skills
Inbound and outbound call handling, hardship case assessment, policy and regulatory compliance, external support service coordination, complaint resolution, process improvement
Preferred skills
Banking hardship experience, collections or complaints experience, vulnerable customer support experience
Technologies
Microsoft Office Suite
Responsibilities
Handle inbound and outbound calls to support customers in financial hardship, assess and process hardship applications, connect customers to external support services, maintain accurate file notes and ensure compliance, log and resolve complaints, identify trends for process improvements
Seniority
Individual Contributor