How have your experience and skills prepared

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Reference no: EM133745304

Case Scenario: You have come across the following job advertisement on SEEK.com

Role: Early Customer Engagement Specialist

Job Location: Perth CBD, WA
Industry: Banking & Financial Services
Hours: Part-time

Job details:
• This is a Casual position, approx. 24 hours per week.
• Operating hours are between 6 am - 6 pm AWST Monday to Friday, availability is required during that period subject to business requirements.
• Start date is 25th August 2024
• Training will be set hours (8 hours, Tuesday, Wednesday, Thursday) for 2.5 weeks in our office in Perth, CBD.
• Hybrid working will be available once competent in the role, you would then be required to be in the office once a fortnight.

Your business
The Black Swan Bank Debt Collections department is responsible for recoveries of funds from customers who have fallen behind on their payments on their credit facilities like Credit Cards, Personal loans and Home Loans. We also help customers with a range of repayment options when they are experiencing significant hardship events to assist them during the period of hardship. The overall aim of the department is to return accounts to fully productive status and improve the financial well-being of our customers.
Your team
Debt Collections has 5 distinct teams within the department, all of which are fully focused on helping customers rehabilitate their credit facility.

The Early Customer Engagement team supports our customers in their early arrears and offers short-term solutions that do not require more complex assistance, where a customer is experiencing financial difficulties that require either short or more medium-term support.

Your impact & contribution
• You will effectively manage the handling of client early-stage arrears and work with the customer to negotiate suitable payment arrangements.
• You will be responsible for minimizing credit losses for Credit Cards, Personal Loans, and Housing Loans.
• You will do this via making outbound collections calls, or inbound calls.
• In this role, you need to be able to recognize the risks and issues that may impinge on the recovery process.
Your responsibilities
• Successfully answer calls presented via an automated dialler system.
• Negotiation and approval of repayment arrangements.
• Identification of customers experiencing financial difficulty and providing them with relevant information.
• Utilise all key techniques in gaining commitment to make payment.

About You
You are highly motivated, empathetic and resilient; with strong negotiation skills to achieve mutually agreeable outcomes. You demonstrate effective listening skills, with clear and concise communication skills. You have a drive to reach and exceed expectations and enjoy working within a fast-paced, high-energy environment.

Instructions: Complete an on-demand negotiation video answering the following interview questions:
• Tell us about yourself.
• How have your experience and skills prepared you for this role?

Reference no: EM133745304

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