Hardship Consultant (Contact Centre)
Core
Support customers experiencing financial difficulty by managing inbound and outbound calls, understanding individual circumstances, and identifying suitable repayment and hardship solutions.
Role type
Hardship Consultant (Contact Centre)
Builds
Repayment and hardship solutions for customers in financial distress
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
Customer service, sensitive conversation management, problem-solving, negotiation, empathy, record keeping, system navigation
Responsibilities
Managing inbound and outbound customer calls, supporting customers experiencing financial hardship, discussing suitable repayment and hardship solutions, maintaining accurate customer records and case notes, applying problem-solving skills to individual customer situations
Seniority
Entry-level to Junior, full-time casual with potential for permanent conversion