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New Zealand
Latitude Financial Services Looking for Customer Assist Specialist – Hardship Care at Auckland City, Auckland Full Time
This is your opportunity to join a highly self-sufficient, motivated team renowned for consistently delivering top notch support to our customer to improve their financial health. They foster a positive team environment and are valued and recognised for their efforts and commitment.
About the role:
The Hardship care team exists to help customers succeed through challenging times.
We establish a professional relationship with the customer in order to Identify their needs including hardship, financial assistance or dissatisfaction and then educate customers about their account and next steps in the legal process, if all other avenues have been exhausted.
- 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.
Let’s look at you:
This role requires a level of resilience that views obstacles as an opportunity and the ability to think outside the box, be ready to use your negotiation skills and make some tough decisions.
Considering the nature of business for our team we need someone with sound judgement and the ability to connect with a variety of people and really appreciate their individual situation.
Ideally you will possess the following:
- Proven ability to provide excellent service and support in a Customer Assist environment.
- Demonstrated experience in the delivery of quality customer engagement frameworks within the financial services industry.
- Excellent communication with strong capabilities to articulate complex information.
- Strong understanding of compliance requirements, financial industry principles and regulations.
We are focused on supporting your development and ambitions for future career opportunities within Latitude.
We always endorse a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home an office or a combination of both.
Ready for a change?
So are we. It’s why we’ve set our sights on revolutionising how people borrow money – moving to an insight-led, tech driven offer that helps our customers enjoy easier money freedom..
In return for your energy and ideas…
We’ll offer you the opportunity to grow and test yourself and plenty of support along the way.
Interested? Let’s talk.
