Job Description

• Adelaide based
• Hybrid work after 6 months
• 1 permanent and 1 max-term position available

What’s the role?

As a Hardship & Collections Consultant, you will be a key member of the Customer Assist team, supporting the delivery of Westpac’s strategic priorities by helping customers navigate financial difficulty.

You will engage across multiple product portfolios, working with customers to identify sustainable solutions that restore financial wellbeing while protecting the Group’s assets.

Key responsibilities:

• Engage with customers to understand their situation and provide tailored, sustainable solutions
• Manage accounts across the collections and hardship lifecycle, including pre and post write-off
• Negotiate repayment outcomes while supporting customers experiencing hardship or vulnerability
• Ensure all decisions are fair, compliant, and aligned with policy and regulatory requirements
• Collaborate with internal teams and contribute to continuous improvement and customer experience uplift

You will work on a rotating roster with shifts between 8am - 8pm (SA time) Monday to Friday.

If you are the successful candidate for this role, your employment is expected to transfer to Pepper Money, along with other employees, as part of the completion of the transaction, currently anticipated around August this year.

What do I need?

Bring your passion for helping customers, empathy and sound judgement to support customers through challenging situations and guide them back to financial wellbeing.

• Experience in collections, hardship, or customer-facing financial services roles (desirable)
• Strong negotiation, influencing, and problem-solving skills
• Ability to make sound, balanced decisions under pressure
• High level of emotional intelligence and resilience when managing sensitive customer situations
• Strong attention to detail and commitment to quality and compliance
• Confidence working across systems and processes (Westpac systems experience advantageous)
• Demonstrated ability to build trust and communicate effectively with a wide range of customers

Our Promise to You

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave. 
• Tailored learning and development opportunities to help your grow your career within the bank. 
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our  FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.