Customer Specialist

2 weeks ago

Auckland City, New Zealand Latitude Financial Services Full time

This is your opportunity to join a highly self-sufficient, motivated team renowned for consistently delivering top notch support to our customers during times of financial difficulty to improve their financial health.
The Hardship Care Teams fosters a positive team environment and staff members are valued and recognised for their efforts and commitment.

About the role:
The Hardship Care Team exists to help customers succeed through challenging times.

Our Hardship Care Customer Specialists establish professional relationships with customers to identify their needs including hardship, financial assistance or dissatisfaction and then educate customers around successfully managing their account. The Hardship Care Team:

- Provides quality customer service with empathy for customers in stressful situations.
- Provides guidance to customers who call in regards to their account and the hardship assistance process.
- Appropriately determines what tools will assist the customer to rehabilitate their account and discusses the benefits of this with them.
- Ensures actions comply within policy, procedure, and strict legislative guidelines.

We strive to remove customer pain points and obstacles to deliver outstanding customer service.

Let’s look at you:
This role requires a level of flexibility that views obstacles as an opportunity to think outside the box; be ready to use your negotiation skills and make some thoughtful decisions for our customers.

Considering the nature of business for our team, we need someone with sound judgement, resiliency, and the ability to connect with a variety of people and really appreciate their individual situations. The successful applicant will have:

- Proven ability to provide excellent service and support in a Customer Assist environment.
- Demonstrated experience in the delivery of quality customer engagement frameworks within the financial services industry.
- Excellent communication with great capability to articulate complex information.
- Strong understanding of compliance requirements, financial industry principles and regulations.

We are focused on supporting your development and ambitions for future career opportunities within Latitude.

We always endorse a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home an office or a combination of both.

Ready for a change?
So are we. It's why we've set our sights on revolutionising how people borrow money - moving to an insight-led, tech driven offer that helps our customers enjoy easier money freedom.

In return for your energy and ideas...
We'll offer you the opportunity to grow and test yourself with plenty of support along the way.

Interested? Let's talk.
- Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._

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