• Provide quality customer service with empathy for customers in stressful situations.
• Guidance to customer who call in relation to their account and hardship assistance process.
• Complete and assess hardship applications received through various channels and budget advisors.
• Complete administrative tasks such as actioning online applications, Inbox handling, processing approvals on applications as required.
• Appropriately determine what tools will assist the customer to rehabilitate their account and discuss the benefits of this with them.
• Ensure actions comply within policy, procedure, and strict legislative guidelines.
• We strive to remove customer pain points and obstacles to deliver outstanding customer service.