About

Join a Big4 Bank and support customers through financial hardship. 6-months, full-time, Docklands

$40.56 /hour + Super
Temporary 6-month contract with potential for extension or permanency
Full-time 38 hours per week on a rotating roster (Monday - Friday, 8 am to 7 pm)
Start date: December or January
Location: Docklands and in-office for the training, then 50% hybrid.

Your new company
Are you ready to elevate your career and become part of a leading financial institution?
Embrace the new year with this exciting opportunity to join one of the 'Big 4' banks and propel your professional journey to new heights. With its head office located in Docklands, join a business that is committed to attracting and retaining the best, by offering a genuine career path into a world of opportunities.
Your new role
The primary role of a Customer Connect Associate is to assist vulnerable customers and make a difference. This includes assessing and actioning hardship requests received for relevant lending facilities. Duties include receiving on average 8-10 inbound calls from internal and external customers and initiating outbound calls to customers or their representatives. The main purpose of the Customer Connect Officer is to assist customers during periods of financial hardship and set in place arrangements to suit their needs in line with our Hardship Policy & Guidelines.


Communicating with customers who are in financial hardship and providing solutions
Managing customer enquiries with urgency while displaying empathy and resilience
Demonstrating professionalism and positivity to connect with your customers and ensure you are having meaningful conversations
Helping your customer through life to achieve their ambition back to financial health so they are confident and secure about their future.
Exercising a variety of methods such as negotiation and questioning skills, providing Hardship where appropriate

What you'll need to succeed

Must have full working rights in Australia, including the ability to work 38 hours per week.
Excellent communication skills - clear, concise, with a professional phone manner, engaging conversational style, and a strong sense of empathy.
Previous experience in a contact centre or reception role is highly desirable, particularly within banking. Experience in telecommunications, retail, hospitality, or similar customer-facing industries is also valued - especially if you've handled complaints or worked under pressure.
Strong ability to navigate systems and absorb theory-based training effectively.
Team-oriented mindset with a willingness to go above and beyond to support colleagues and contribute to a positive team environment.
Receptive to feedback and proactive in seeking personal and professional development opportunities.
Resilient and composed, able to manage difficult conversations professionally and move forward without taking interactions personally.
Customer-focused, with a genuine desire to help and educate customers, creating a positive and memorable experience.
Detail-oriented, with a strong commitment to following processes accurately and maintaining high standards of quality.

What you'll get in return

Fast-paced and supportive work environment
9 weeks of training and upskilling opportunities
If you perform well, there is potential for a permanent position and opportunities to grow your career within a leading Big Four bank
Regular team meetings to celebrate success and highlight achievements
Opportunities for career progression within the team and across the bank
'Future Me' program focusing on career development.

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to howard.richards@hays.com.au, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Please click here to apply.