Customer Specialist Support Advisor Hardship

Youlljoin a dedicated and supportive team focused on driving continuous improvement and delivering exceptional outcomes for our customers.

As ourCustomer Specialist Support Advisoryoullcontribute to lasting and positive changes that shape the future of our cities and communities.Itsmeaningfulchallengingand exciting work.

(MelbourneSydneyor Brisbane office)

Whatsin it for you

Before we dive into the role here is whyyoulllove working with us:

• Full-time Permanent opportunity

• Attractive salary package (monthly pay-cycle) plus bonus & other exciting benefits

• You must commit to 4-6 weeks ofpaidonsite training. Following training flexible working arrangements may applyin accordance withcompany policy and business requirements

• Hours of operation: Monday - Friday - 8am to 6pm on a rotating roster

• No weekends or late eveningshifts

Day-to-day you will:

• Navigate complex hardship cases:Connect with customers in a fast-paced contact centre environment using deep empathy and active listening to understand their unique financial situations and guide them toward sustainable solutions

• Deliver end-to-end case management:Manage individual hardship applications from start to finish applying your knowledge of credit collections or hardship frameworks to assess circumstances and negotiate fair compliant payment plans

• Investigate and resolve cases within agreed service levels (SLAs) prioritising urgent and sensitive matters

• Mitigate operational and reputational riskby balancing business guidelines with customer needs effectively de-escalating sensitive cases before they require formal intervention.

• Champion continuous improvementbyidentifyingsystemic issues and sharing feedback to refine our processes systems and the overall customer journey.

• Build trusted networkswith internal business partners and external advocates (such as the Ombudsman financial counsellors and community agencies) to support holistic customer care.

Core Requirements:

This role isfast-pacedand dynamic requiring strong competency skills including navigating multiple systems managing several screens at once and confidently talkingwhile typing.

This role will suit someone with a curious mind and transferrable skills and experiences including:

• Proven experience working in a dynamic contact centre environment confidently managing complex customer conversations across multiple channels.

• Strong hands-on experience in financial hardship credit collections or dispute resolution with the ability to assess individual circumstances against regulatory frameworks (such as ASIC/ACCC guidelines) to achieve sustainable outcomes.

• Exceptional skill in supporting customers throughhighly sensitiveand complex financial situations with professionalism resilience and genuine care.

• Strong negotiation and influencing skills to build trust and work collaboratively with a diverse range of people reaching mutually beneficial agreements.

• High digital literacy with the confidence to navigate contact centre systems CRMs and large databases to manage case information accurately and efficiently.

• A collaborative nature and a demonstrated commitment to working as part of a supportive continuous-improvement-focused team.

• Must have Full Working rightsin Australia

• Ability tosuccessfully complete and clear all required background and criminal history checks

If you meet some of these requirements but not all we encourage you tosubmityour application.

About Transurban
At Transurban we show up with an open mind and a focus on what matters. Here your work shapes real-world outcomes.

Every day we step into our customers shoes to understand what creates the most value for them on and off the road.

Through smart technology and continuous innovationwereredefining how roads and infrastructure connect communities and make our cities safer easier and more efficient.

With usyoulllearn grow and broaden your skills through purposeful work. And together we are guided by our purpose to Be the link between people places and progress.

With a career at Transurbanyoullenjoy a range of benefits including:

• A range of flexible working and leave options including theoptiontopurchaseanadditionalsix weeks of leave each year

• 16 weekspaid parental leave (regardless of gender or carer status) with no waiting period with Superannuation paid during unpaid leaveas well

• Learning and development opportunities to support your career interests

• Health and wellbeing supportaccess to Headspace and our EAP program wellness facilities and more

• Share offers and insurance benefits

• Social activities community give-backprogramsand paid volunteer days
  

We offer a range offlexible working and leave optionsso you can balance your work and life commitments and interests.Have a conversation with us about how this could work for you.

We embrace diversity with a foundation of safetywellbeingand inclusion; where everyone belongs. We treat everyone with fairnessconsiderationand respect regardless of gender gender identitymarital or family status sexual orientation age ethnicity religious beliefs cultural or socio-economic background perspective and experience whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideasquestionsand concerns.