Hardship & Collections Consultant (Applicants must Identify as Aboriginal and/or Torres Strait Islander)

Create your best future and join Westpac as a Hardship and Collections Consultant 

• Full time | Permanent Opportunity 
• Parramatta or Bedford Park Location  
• Comprehensive Training & Ongoing Support – We set you up for success from day one 

At Westpac Group we aim to help Aboriginal and Torres Strait Islander Australians succeed by supporting indigenous employees to build meaningful careers.

Westpac has been granted an S126 Exemption to sections eight (8) and fifty-one (51) of the Anti-Discrimination Act 1977 (NSW); this allows us to advertise and recruit this role exclusively to Aboriginal and Torres Strait Islander applicants. This forms part of Westpac’s strategy to foster a multicultural, vibrant, and diverse workforce.

What’s the role? 

As a Hardship and Collections Consultant, you'll be a vital part of the Customer Assist Team, playing a crucial role in helping deliver Westpac's vision and strategic goals. 

In your new role, you will be working with customers via different channels (inbound calls, outbound calls, digital) across different brands and product portfolios, aiming to work with them to restore their financial health. You'll use various tools and methods, like negotiation and questioning skills, you will use your strong empathy and listening skills to identify hardship triggers and vulnerability and give them the help they need. You will demonstrate care and work to find a solution and refer customers to seek independent financial advice where needed. It's all about showing empathy and emotional intelligence to help our customers maintain their relationship with the bank. 

Your goal as a Hardship & Collections Consultant is to ensure that customers achieve fair, timely, and relevant outcomes to regain their financial health, while also protecting our business by safeguarding the Group's assets. 

These positions can be based at Bedford Park or Parramatta, with hybrid working available after six months. You will work on a rotating roster with shifts between 8am – 8pm AEST Monday to Friday, with the occasional Saturday shift. 

What do I need? 

• We’re on the lookout for passionate and customer-focused individuals to become valued members of our team. If you have a strong background in delivering exceptional service and enjoy working in a fast-paced, dynamic environment, this is the role for you.  
• You will also have:  
• Demonstrated experience in a customer service environment (phone based or in-person) 
• A genuine passion for helping others and delivering outstanding service 
• A strong sense of professionalism and integrity 
• Resilience, a positive attitude, and a proactive approach to problem-solving 
• You will be able to make sound decisions that meet customer needs in line with the Bank’s policies and procedures  

Why join us? 

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 out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website. 

We’re all about helping our people grow and succeed. Whether you’re a current employee, trainee, or intern, we’re committed to your career development Check out our FAQs and internal support resources here.