Deliver high levels of customer service to provide tailored repayment solutions based on the customer unique situation Company Overview: Our client is a fast-growing financial company committed to providing exceptional customer service. Their mission is to deliver tailored financial solutions while ensuring the highest standards of care for their clients. This includes a pay-later option in the form of short-term personal loans for marketing and home improvements for sellers, as well as early settlement cash releases. Position Overview: We are seeking a Customer Service - Collections Specialist to join our clients Lending Support & Collections Team. The successful applicant will have experience in hardship calls whilst providing a high level of customer service to customers. You will play a crucial role in the collections process, focusing on hardship calls by assisting customers experiencing financial difficulties. Your experience in collections and your ability to empathies with clients during difficult financial situations will be essential in ensuring successful outcomes and maintaining positive customer relationships. As part of this supportive team you will engage with customers throughout their loan period, you will be responsible for contacting borrowers nearing the end of their loan, or in cases of overdue loans, to facilitate payment arrangement plans and ensure timely repayment. You will be a good listener and a solution-focused communicator who can deliver the ideal balance of empathy and clarity when dealing with overdue accounts. In our client’s supportive environment, you will receive coaching, training, and assistance from the Team to support you. Key Responsibilities: Contact customers at set junctures throughout their loan term, focusing on near-due and overdue accounts. Monitor customer accounts to identify and reach out to borrowers who have not responded to their repayment plans. Negotiate sustainable payment arrangements with customers to achieve mutually beneficial outcomes To handle challenging customer situations with empathy and effectiveness Conduct data entry and follow process flows to accurately document customer interactions and payment arrangements. Utilise self-management and problem-solving skills to effectively address customer concerns and resolve issues. Excellent written and oral communication is essential, as our client interacts with their customers exclusively through phone, email, and SMS. About the client: They strive to create a welcoming, supportive, and inclusive workplace where cultivating a great culture is one of their top priorities. Opportunities for career advancement – they are growing rapidly and support internal promotions. Birthday day off Access to employee assistance programs. Located in brand-new offices in Perth CBD with amazing views Within walking distance from the train lines To apply please forward your resume to racheltcbrecruitment.com or call me directly on 0450 360 225 for a confidential chat.