Volkswagen Financial Services Australia is a leading provider of competitive finance and insurance products to over 1200 retailers across Australia representing automotive brands within the Volkswagen Group including: Audi, ŠKODA, Bentley, Porsche, Ducati and Lamborghini and outside the Volkswagen Group - Jaguar and Land Rover. Nobody does finance better than our team of experts ensuring a positive customer experience at all times.
We believe our employees are key to our success and offer career advancement to grow your career across various divisions. Our people are recognised for their achievements and we have a team culture led by empathetic managers. Our EVP is testament to our continued commitment to retaining our staff and providing a fulfilling experience during their journey with Volkswagen Financial Services Australia. Our core value is integrity and we seek like-minded individuals to join our thriving business.
As a Financial Assistance Representative, you will be able to identify and provide effective solutions to financially distressed customers who have applied for hardship assistance, managing and executing the process via the Hardship Workflow System (HWS) and Customer Management System (CMS).
What you'll do
- Review and Assess Hardship applications received from customers within delegation and SLA ensuring regulatory and legislative requirements are always met
- Maintain applications through the HWS, processing applications within delegation and timeframes as outlined within legislation
- Process declines and withdrawals and issue relevant correspondence to customers
- Process terminated Hardships on CMS
- Reconcile hardships daily between the HWS and CMS ensuring all new approvals are entered on CMS and resulting administrative actions are completed
- Daily administration of all Hardship event tracking queues on CMS
- Maintain the Hardship Register
- Answer customer queries in relation to their application for financial assistance
- Attend to the Hardship and Assist email inboxes within SLA
- Prepare and circulate reporting to internal stakeholders
- Daily running of notification, approval and decline reporting on CMS
- Weekly Hardship Processing and Open Pipeline Volumes to the Collections Team Leader and Customer Service and Collections Manager
What you'll bring
- 2 years’ experience working in a similar environment including a demonstrated ability to identify and develop alternative solutions to problems, to evaluate courses of action and to reach logical conclusions
- Experience in a fast paced Contact Centre environment
- Demonstrated ability to plan and execute day to day collections activities
- Administrative experience is desirable
- Understanding the regulator and NCCP guidelines
- Strong communication and negotiation skills, selecting language, tone and format to suit target audience
- Ability to build rapport with internal, external customers and business partners
Are you Driven by More?
When you join Volkswagen Financial Services Australia you become part of a professional and dynamic team structure that is the foundation for the company's current and future success. You will also be offered a competitive salary, the chance to contribute to our success and the opportunity to grow your career within a global brand.
If you meet the above criteria and would like to join our team click APPLY NOW!
Volkswagen Financial Services Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds.
To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.
Successful applicants will be required to complete background checks through our external provider as a condition of employment
