As a Customer Solutions Officer you'll play a vital role in helping customers manage overdue or overdrawn accounts across home loans, credit cards, and personal lending products. You'll engage with customers through outbound calls, aiming to understand their circumstances and guide them towards practical, sustainable solutions.

What you'll be doing:

• Conducting outbound contact campaigns to resolve over-limit or overdue accounts.
• Working with customers to negotiate payment arrangements or promises to pay.
• Identifying signs of financial hardship and referring customers to the internal support team.
• Managing administration tasks, updating customer records, and assisting with account remediation.
• Supporting legal initiation processes and compliance with internal and regulatory frameworks.

We're looking for someone with:

• 3+ years experience within either a customer facing contact centre role or within delinquency/arrears management in banking or finance.
• Strong communication and negotiation skills.
• An empathetic, solution-focused approach to customer service.
• Confidence working with systems, procedures, and compliance requirements.
• A solid understanding of banking regulations and credit practices is highly regarded.

Why this role?

You’ll be part of a highly supportive and collaborative team committed to doing the right thing for customers. The environment is dynamic and fast-paced, but driven by purpose, compassion, and professionalism.
If you're someone who thrives on meaningful conversations, has a keen eye for detail, and wants to make a real impact on people’s financial wellbeing – we’d love to hear from you.