Financial Assistance Consultant
Core
Provide personalized support and sustainable solutions to customers experiencing financial hardship via phone and case analysis.
Role type
Financial Assistance Consultant (Contact Centre)
Builds
Hardship case resolutions and customer support pathways
Domain
Banking and financial services (Auto Finance)
Deliverable
client delivery
Required skills
Inbound/outbound call handling, hardship case assessment, policy compliance, external support service coordination, financial counsellor liaison, process improvement
Preferred skills
Banking hardship experience, collections experience, complaints handling, vulnerable customer support
Technologies
Microsoft Office Suite
Responsibilities
Handle inbound and outbound calls to support customers in financial hardship, assess and process hardship applications, connect customers to external support services, maintain accurate file notes and ensure regulatory compliance, log and resolve complaints, identify trends for process improvements
Seniority
Individual Contributor