Financial Assistance Specialist (Collections/Hardship)

Wisr is committed to building a supportive, inclusive and diverse workplace, and we strongly encourage applications from all backgrounds and identities. We’re happy to accommodate any reasonable adjustments to the interview process to ensure equal opportunity for all. If you require reasonable adjustments, please reach out to us via careers@wisr.com.au.  

Working at Wisr

As a purpose-led organisation on a mission to bring people closer to financial wellness, we truly believe in what we do and every person who joins our team plays a part in our success. By practising what we preach (hello, $500 wellness reimbursement, 1:1 coaching via Uprise and unlimited Udemy learning!), you are empowered to own your role, your development and the space that you play in.

We value psychological wellbeing and safety, fostering a high-performing culture which enables continuous learning and growth. Our hiring and interviewing process is designed for you to showcase your experience, skills and passion and take great pride in not just ‘ticking a box’. If this role resonates with you, we want to hear from you. 

We are a people first business and flexibility is key to that - due to the nature of the role, the team work 50% of their time in our beautiful office space.

About the job

As a Financial Assistance Specialist, you'll be a vital part of our Customer Operations team. You’ll work proactively with loan customers to provide the guidance and support that will help them get back on track. 

In this pivotal role, you will have the opportunity to work across the entire spectrum of financial assistance, including; collections, hardship applications, issuing legal notices, and identifying and executing strategies for comprehensive financial support. 

Key responsibilities include:

• Working with customers through their arrears journey to produce tailored solutions to get them back on track

• Contacting customers who are in arrears via inbound/outbound calling, text and emails.

• Setting up and managing payment arrangements as well as assisting with hardship applications and existing customers in hardship. 

• Coordinating the issuance of default and legal notices.

• Liaising closely and managing relationships with third-party vendors and mercantile agencies.

• Ensuring collections are performed within relevant policies and guidelines.

About you

With a strong background working in a financial services environment within financial assistance, you love problem-solving and finding solutions. You will have an empathetic nature and the ability to manage difficult conversations and negotiations.

Ideally, you are an experienced financial assistance professional with experience working across collections and hardship.

You’ll also have: 

• Prior experience working within a collections or hardship role.

• Excellent verbal and written communication skills. 

• Strong dispute handling, resolution and negotiation skills, you love being able to find a solution to a problem. 

• Knowledge of relevant legislation such as the National Consumer Credit Protection Act, Australian Privacy Principles and debt collections guidelines. 

• Ability to work in a fast-paced, high-pressure environment, driving results while balancing customer needs. 

Some of Our Perks & Benefits

• Flexible and hybrid working

• $500 every year to spend on your wellbeing

• Take an extra Annual Leave day off on us every financial year, with A Day on Wisr

• Access via WHEREFIT to discounted gym memberships, corporate discounts for wellbeing products and more!

• Generous paid parental leave to support your transition to parenthood

• Unlimited Udemy access to learn new skills

• Regular social events and awesome team offsites

• Access to our Employee Assistance Program, Uprise with up to 6 coaching sessions per year

Our Why, What and How 

We are a proudly purpose-led ASX-listed fintech on a mission to bring people closer to financial wellness and make a real difference in the world, starting right here in Australia. By building products and experiences designed to have a positive impact on the financial health and lives of our customers, we are inching ever-closer to achieving our purpose. 

We offer smarter, fairer loans that help people kick their goals sooner, a nifty round up tool to help people get out of debt and save even faster, and a dashboard that helps people track and improve their credit scores.

The better we do this, the more positive change and impact we can have on our customers. Now is the time to join one of Australia’s fastest growing fintechs and make an impact.

Wisr Values

• Courageously ask, “What if?”: We challenge the status quo, and we know that decisions that make us smarter, stronger, faster, more innovative always start with a “What if?”.

• ❤️ for the customer: Our internal and external customers are at the center of everything we do. We genuinely have their best interests at heart.

• Smarter parts together: We believe the real magic happens when we bring together the right mix of Smart Parts and work as a team. 

• Be a stunning colleague: It’s not just about excelling in our roles, but also going the extra mile to make our colleagues and Wisr shine too. 

• Growth over comfort: We love learning, and we always find opportunities to learn something new whether it is facing a fear or pushing through something uncomfortable to level up. 

We are dedicated to creating an amazing candidate journey for every applicant. There's no 'shouting into the void' here. We're committed to responding to every single applicant.