Hardship Specialist

Are you customer focused and have Hardship experience … then keep reading, you may be the person we are looking for. ⭐

Who are we?

IPF Digital Australia (trading as Credit24), is part of a global market-leading consumer lending business, IPF Group. With operations also in Europe and Mexico; we thrive to build a better world through financial inclusion by offering fast, simple, and easy-to-access credit solutions to everyday Australians.

We're a team of high energy and passionate people, who pride ourselves on how we work together as a team. We truly believe in the importance of delivering great experiences for our customers, so we keep them at the forefront of everything we do.
We embrace the pursuit of ensuring a great work life balance for all. We work hard, however we acknowledge the importance of flexibility and balancing our internal & external priorities. We also practise a culture of consistently reflecting and celebrating our wins and achievements with one another.

The role

The Hardship Specialist is responsible for managing and responding to vulnerable customers experiencing financial or personal hardship in accordance with our policies and procedures in a fair and equitable manner, consistent with the requirements of applicable policies and procedures. The Hardship Specialist is required to work closely with the Collections Team Leader in relation to debt recovery matters and contribute to the development of supporting strategies and to assist in exceeding set collection KPI targets.

Responsibilities

• Respond to customer enquiries regarding payment arrangements.
• Process applications for flexible payment plans.
• Prepare routine correspondence.
• Deal with stakeholder enquiries over the phone and in writing, preparing written responses as required.
• Learning and continually developing your understanding of the technical and legal aspects of personal insolvency and hardship management.
• Ensure that work processes and procedures are well documented and updated in accordance with internal process and industry regulation requirements.

• Maintain detailed and accurate records for interactions, contact details, and all other activity, related to the management of customers and their hardship applications.
• Establish and maintain strong and positive relationships with overdue customers.
• Provide high level service and assistance to both internal and external customers.

Requirements

Here’s what experience we need from you:

• Great phone manner  
• Be self-motivated and commercially minded  
• Proactive and performance driven nature  
• Independent problem-solving abilities and positive attitude 
• Strong analytical, numerical skills and attention to detail 
• Well-developed relationship management skills 
• Patience and understanding, with a positive approach 
• A customer-first attitude and exceptional oral and written communication skills 
• Adaptability and a preparedness to start with entry-level tasks
• Sound ability de-escalating and resolving disputes
• High levels of self-motivation and desire to learn 
• Fantastic work ethic and team player
• High levels of proficiency with computers and MS Office product
• Experience in the financial sector is not necessary but a bonus
• Experience on Salesforce is advantage but not essential 
• Previous experience in a customer service / phone-based role would be an advantage

What we can offer you

• Global exposure 🌎
  
• Office weekly breakfasts 🫕
• Snack bar 🍌
• Friday happy fridge 🥂
• Various team building events 🗓️
• A true people first and family culture 🫂
• Employee assistance program ℹ️
• Development opportunities 📚
  
• Genuine Hybrid working model - with flexible work from home arrangements 🏠
  

Sound good?
We all think so at IPF Digital. Click apply now to join our IPFD Fam! 

IPF Digital Australia is an Equal Opportunity Employer and we value diversity and inclusion in the workplace. We seek to recruit, develop and retain the most talented people from diverse cultures, perspectives, skills and experiences within our workforce. All employment will be based on merit, competence, performance and business needs.