We are a large, customer-focused organisation committed to supporting the community through essential services. Our team is dedicated to delivering fair, compassionate and sustainable solutions, particularly for customers facing financial challenges.
As a Customer Assistance & Recovery Officer, you will play a key role in supporting customers experiencing financial hardship while achieving responsible debt recovery outcomes. You will manage customer cases, provide tailored assistance, and ensure compliance with relevant policies and regulations.
This position sits within a Customer Care Centre environment and requires a balance of empathy, resilience, and strong negotiation skills.
You are a compassionate and resilient professional who thrives in a fast-paced customer environment. You bring strong communication skills and the ability to manage sensitive conversations with empathy while achieving results.
You enjoy problem-solving, building relationships, and making a genuine difference in customers’ lives.
- Deliver effective and compliant customer hardship support services
- Manage customer cases, providing tailored assistance and ongoing support
- Negotiate sustainable repayment arrangements and support debt recovery outcomes
- Respond to customer enquiries with accuracy, professionalism, and efficiency
- Promote assistance programs and identify customers who may benefit from support
- Maintain accurate records of all customer interactions and agreements
- Meet performance targets and contribute to team KPIs
- Build strong relationships with internal teams and external support services
- Contribute to continuous improvement and process enhancements
- Ensure all work is performed in line with safety and compliance requirements
- Proven experience in customer service and/or debt recovery in a customer-focused environment
- Strong ability to empathise and communicate with customers in sensitive situations
- Effective negotiation and conflict resolution skills
- Excellent written and verbal communication skills
- Ability to prioritise tasks and meet deadlines in a structured environment
- Experience or understanding of case management practices (desirable)
- Awareness of financial hardship and community support services (desirable)
- Sound judgement and decision-making capability
