Collections Solutions Specialist Complex

The Role:
This is a Full Time 5 days per/week role based in Perth Office, 38 hours per week.

Start Date & Training
The start date for this role is 13th July 2026 and you must be able to commit to mandatory, full time training at Bankwest Place. 

See Yourself in our Team
You’ll be joining the Financial Assist team – a hard working bunch who assist our customers in the management of their financial commitments by working towards a mutually agreeable payment solution.

Your Responsibilities

You will provide tailored solutions that reflect each customer’s unique situation, ensuring every interaction is handled with empathy, professionalism, and care. This role requires resilience and reliability as you support individuals through sensitive circumstances. As a Financial Assist Specialist, you will receive inbound and make outbound calls to Bankwest customers who are unable to meet their repayments on Credit Cards, Home Loans, and/or Personal Loans, assessing each customer’s situation to identify bespoke, mutually agreeable solutions that help them regain financial stability and get back on their feet.

More specifically, in this role you will:

Provide solutions to customers experiencing hardship and ensure approach maintains a high level of professional standard, customers are treated with empathy, compassion and act with sensitivity by mitigating potential risks that could adversely affect the Bank’s reputation and customer relationship.
Operate under a Credit Approval Authority with authority to extend facilities and consider positions of compromise in sensitive situations.
Maintain accurate record keeping of customer payment history and status of account.
Perform to contact centre-based metrics such as adherence to schedule, quality requirements and productivity measures.
Actively work towards resolving customer enquires and/or complaints in a prompt, professional and caring manner.
Present and discuss information effectively via written or phone-based manner.
Multi-task across a range of different systems.
Build rapport with customers, take accountability and drive positive customer outcomes.
Work autonomously and as part of a team in a busy, customer-focused workplace.

What are we looking for?

You are extremely open and proactively contribute to change.
Excellent problem-solving skills and be able to provide sound solutions and or recommendations within timeframes and delegations set by Bank policies.
You are resilient and resourceful.
You are customer focused and show empathy in all situations.
You have strong communication skills, both written and verbally.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 25/05/2026