Hardship Customer Support Executive
Core
Safeguard Optus interests while supporting financially vulnerable customers and collaborating with Financial Counsellors to resolve hardship cases.
Role type
Hardship Customer Support Executive
Builds
Tailored financial solutions and coordinated support pathways for vulnerable customers
Domain
Telecommunications + Financial Hardship
Deliverable
client delivery
Required skills
Financial hardship assessment, end-to-end case management, negotiation, regulatory compliance, risk identification (family violence/financial abuse), stakeholder liaison
Preferred skills
Financial counselling experience, knowledge of credit and privacy laws
Technologies
None stated
Responsibilities
Assess customers' financial circumstances and capacity to pay; Manage hardship cases end-to-end; Liaise daily with Financial Counsellors; Build relationships with financial counselling organisations; Resolve enquiries and minimise complaints; Identify and manage risks relating to family violence and financial abuse; Identify recurring themes and escalate systemic issues
Seniority
Mid-level, hands-on IC