Customer Assist Specialist - Care Nov

Our Customer Care team provides crucial support to our most vulnerable customers navigating financial and personal hardship. In this role, operating on an 8:00 AM to 6:00 PM, Monday to Friday rotating roster, you will be the compassionate voice on the other end of the line, offering empathy, understanding, and meaningful solutions during challenging times. Through inbound and outbound phone calls, you will help customers establish flexible payment options and access vital support programs. 

To be successful in this role, you will bring a unique blend of genuine empathy, emotional resilience, and a commitment to delivering high-quality service. We are looking for someone who possesses:

• Proven Customer Service Experience: At least 12 months of experience in a customer-facing or contact centre environment.
• Deep Empathy & Compassion: A natural ability to connect with, listen to, and support our community’s most vulnerable individuals during challenging personal and financial times.
• Strong Emotional Resilience: The ability to navigate difficult, emotionally charged conversations with a calm demeanor, ensuring you maintain a professional and supportive approach throughout.
• Balanced Objection Handling: The ability to confidently navigate customer objections by finding the right balance between genuine customer assistance, our business and our regulatory obligations. You aren't afraid to say "no" or to pivot a conversation firmly. 
• Excellent Communication Skills: An articulate, warm, and reassuring phone manner, backed by the ability to explain flexible options clearly and simply. 
• A Compliance Mindset: High attention to detail and a commitment to following regulatory guidelines and company procedures closely to protect our customers and our business.