Senior Financial Assistance Consultant

Got the drive? We’ve got the keys. We’re working together to put more Australians in the driver’s seat. If you’re driven to be more and do more, the road ahead is yours to take at Angle Auto Finance.   

We’re tech-forward and fast-moving. You’ll have plenty of opportunities to learn and grow with us. We’re proud of our inclusive, flexible workplace, and how we give back to our communities. And it makes working here genuinely rewarding.   

If you’ve got the drive to go places, we’ve got the keys to get you there.  

Purpose;

The Senior Financial Hardship Consultant, reporting to the Team Manager, Financial Hardship, provides personalised and timely support to Angle Auto customers experiencing financial hardship, while also coaching Financial Assistance team members to achieve more consistent, sustainable and customer-focused outcomes.

The Senior Consultant will dedicate approximately 60% of their time to directly supporting customers through hardship conversations and case assessment, and approximately 40% of their time to supporting team capability and consistency through quality assurance reviews, side-by-side coaching, feedback and training.

Core responsibilities:

• Customer Conversations: Inbound & outbound call handling to support customers experiencing financial hardship.  Building rapport, connecting with compassion, understanding customer situations, and communicating options to support customers. 

• Hardship Cases Analysis and Decisions: Assess and process hardship applications, reviewing customer personal circumstances to determine appropriate sustainable solutions in line with policies, regulatory requirements, and individual circumstances.

• Be the Link to Support: Connect customers to external support services where needed to assist them in resolving their financial difficulties more holistically.

• Quality & Compliance Driven: Maintain accurate file notes and ensure all interactions, decisions, and outcomes meet hardship policies, regulatory frameworks, and quality standards. Log and resolve hardship-related complaints as required.

• Financial Counsellor Connections: Work closely with customers’ financial counsellors to implement sustainable solutions.

• Quality Assurance Reviews: Complete quality assurance reviews of customer interactions, hardship assessments and case outcomes to identify strengths, coaching opportunities and risks.

• Team Coaching and Capability Uplift: Dedicate approximately 40% of your time supporting Financial Assistance team members through side-by-side coaching, feedback, guidance and training to improve customer conversations, decision quality and consistency across the portfolio.

• Quality Assurance Reviews: Complete quality assurance reviews of customer interactions, hardship assessments and case outcomes to identify strengths, coaching opportunities, risks and consistency improvements.

• Continuous Improvement: Work with colleagues, senior leaders and business partners to identify emerging trends, themes and insights from customer interactions and quality reviews to improve processes, coaching focus areas and portfolio management.

• Core KPIs: Cases handled per day. Call volumes per day and average handling time. Hardship approval rate. Time to resolution. Quality and compliance scores 

Key Capabilities;

Customer empathy and communication

• Builds rapport quickly and communicates with empathy, clarity and professionalism when supporting customers experiencing financial hardship.

• Models high-quality hardship conversations and helps team members explain options in a clear, consistent and customer-focused way.

Coaching and capability building

• Provides practical, constructive coaching to team members through side-by-side support, feedback conversations, training and targeted uplift activities.

• Supports consistency of approach across the team by sharing observations, reinforcing best practice and identifying common development themes.

Quality assurance and judgement

• Reviews customer interactions, hardship assessments and case outcomes to assess quality, compliance, risk and customer outcome consistency.

• Applies policies, procedures and regulatory requirements consistently while considering each customer’s individual circumstances.

Case management and prioritisation

• Balances direct customer support with coaching, quality assurance, feedback and follow-up activities in line with customer needs, team priorities and regulatory timeframes.

• Maintains accurate records and completes work within required timeframes, quality standards and compliance obligations.

Collaboration and continuous improvement

• Works constructively with the Team Manager and internal teams, including Complaints, Collections, Service and Financial Assistance, to support fair and timely customer outcomes. Identifies trends, risks and opportunities from coaching and quality assurance activity to improve customer experience, operational effectiveness and portfolio outcomes.

Experience:

• Previous hardship experience within the banking and financial services industry, as a quality analyst, senior officer or team leader is required. 

• Experience in collections, complaints or supporting other vulnerable customers will also be considered.

• Highly developed interpersonal skills, with the ability to build rapport and guide customer conversations toward appropriate, sustainable solutions.

• Strong decision-making and problem-solving skills.

• Strong customer focus, with a passion for delivering quality outcomes for customers, through both verbal and written communication

• Demonstrated ability to coach, support and provide constructive feedback to team members to improve quality, consistency and customer outcomes.

• Experience completing quality assurance reviews, identifying coaching themes and supporting continuous improvement is highly regarded.

• Capacity to efficiently manage your time and multitask with a strong commercial mindset

• Proficiency in Microsoft Office Suite (advanced level preferred)

Qualifications:

• Tertiary qualification in Administration, Business or similar is beneficial, but not essential

Employee Benefits

We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites.

• Birthday leave: Enjoy a day off on your birthday, because you deserve it.

• Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.

• Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.

• $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.

• Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.

• Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.

• Paid parental leave: Be there for life’s most important moments with time to support your growing family.

• SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.

• Purchased annual leave: Gain extra flexibility by purchasing additional leave.

• Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.

We'd love to hear from you

Select the 'Apply' button above to send your resume through to the Talent Acquisition team.

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.