Financial Hardship Officer

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

The Financial Hardship Officer will be responsible for working with customers and financial counsellors to provide assistance to customers whose ability to pay their bills has been impacted due to a change in their financial circumstances. You will deliver a superior customer experience by providing excellent service and quality and timely resolution of issues. 

Responsibilities

• Action the financial hardship inbox and financial hardship applications within agreed SLA’s.  
• Answer the financial hardship inbound call queue within agreed SLA’s. 
• Assess financial hardship applications and liaise with customers and financial counsellors to provide eligible customers suitable solutions which assist the customer in overcoming their period of financial difficulty.
• Liaise with internal and external stakeholders to manage issues and complete tasks.
• Identify opportunities in process and procedures to improve the overall experience for our customers and team.
• Achieve individual and team key performance indicators and targets.
• Adhere to policies and procedures and relevant compliance, regulatory and legislative requirements.
• We are all responsible for taking reasonable care of our own safety and wellbeing at work, and to avoid adversely affecting the safety and wellbeing of another person at work.
• Always be on the lookout to improve the way we work, and speak up with suggestions for a better way, with the aim of exceeding our customers’ expectations.
• Plan your work and be ready to take advantage of the opportunities and risks that come with our ever-changing industry.
• Protect the brand, reputation and profitability of TPG by maintaining the confidentiality, integrity and availability of its information assets and information systems.
• Be familiar with policies and procedures, as well as completing any associated training, as communicated or made available on the intranet and our learning systems.

Knowledge & Experience (preferred & recommended)

• Must have the ability to have respectful and non-judgmental conversations with our customers and financial counsellors.
• Excellent problem-solving skills with ability to investigate issues thoroughly and provide tailored solutions.
• High standard of written and verbal communication skills.
• Willingness to take ownership and motivated to exceed expectations.
• Ability to adopt to change and work under conflicting time pressures.
• Experience working in a call center or a financial hardship officer role.
• Sound knowledge of relevant compliance, regulatory and legislative requirements such as but not limited to the Telecommunications Consumer Protections (TCP) Code, Debt collection guidelines for collectors and creditors and The Privacy Act. 

What's in it for you?

• Flexible hybrid way of working (2 days in the office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts