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?

Your opportunity:

As our valued Financial Hardship Officer, you will play a vital role in 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.

You'll make impact by:

• Actioning the financial hardship inbox and financial hardship applications within agreed SLA’s.
• Answering the financial hardship inbound call queue within agreed SLA’s.
• Assessing 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.
• Liaising with internal and external stakeholders to manage issues and complete tasks.
• Identifying opportunities in process and procedures to improve the overall experience for our customers and team.
• Achieving individual and team key performance indicators and targets.
• Adhering to policies and procedures and relevant compliance, regulatory and legislative requirements.

What you’ll bring:

• Must have the ability to have respectful and non-judgemental 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 centre 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 (from home and 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

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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