As a Senior Financial Assistance Representative, you to lead the Financial Assistance team in delivering fair, compassionate and compliant outcomes for customers experiencing financial difficulty. Working closely with the compliance team to uphold obligations, identify and report on trends, monitor performance and quality and delivering on best practice.

What you'll do

• Stabilise the function, establish ownership and accountability over the hardship workflow and functions
• Support staff training for frontline teams.
• Daily Allocation and monitoring of workflow to the Hardship team.
• Improve accessibility of hardship support through clearer communication and simplified processes.
• Act as liaison with Compliance and Legal teams on regulatory change management.
• Provide specialised case management for vulnerable customers and hardship case escalations including long-term exit strategies for customers who do not qualify for hardship.
• Support the Financial Assistance Co-Ordinator with systemic implementation of change activities including a case management system, QA program, data management strategy and assessment matrix.
• Support risk framework to reduce regulatory, reputational and operational risks.
• Responsible for the training of new staff, ensuring a seamless transition into daily operations
• Provide timely feedback to the Customer Service & Collections Manager to enable accurate and productive feedback to team members whilst on boarding or in training
• Act as the first point of reference for operational issues and escalations raised by members of the VWFS team and the outsource providers for all Hardship matters
• Conduct quality assurance reviews across Hardship on Call Quality, and any other items as identified by the Collections Team Leader or the Customer Service and Collections Manager.
• Assist the Collections Team Leader with the training needs of the Collections Team on areas of improvement identified through the quality assurance program.
• Prepare and circulate reporting to internal stakeholders with 100% accuracy and within SLA

What you'll bring

• Minimum of 4 years’ experience in consumer credit, financial hardship or customer assistance within a regulated financial institution
• Proven leadership experience, including managing teams in high-volume or regulated environments
• Strong understanding of ASIC RG271, National Credit Code and relevant consumer protection laws
• Demonstrated experience working with compliance, legal or risks teams to ensure regulatory adherence
• Track record in implementing continuous improvement initiatives, monitoring quality, and leveraging data to identify trends and improve outcomes
• Experience in preparing reports, managing audits and representing a Financial Assistance function is highly regarded
• Ability to build rapport with internal and external customers and business partners.
• Demonstrate high levels of Emotional Intelligence and ability to modify style improving the customer experience
• Strong attention to detail and time management skills
• Bachelor’s degree in finance or related field or post graduate qualifications are an advantage
• Relevant industry certifications (eg. RG146, Governance or Compliance accreditations) preferred

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.