customer assistance specialist

What You’ll Be Doing

No two customer situations are ever identical, which means you will bring critical thinking, regulatory awareness and genuine care to every conversation.

As a reassuring first point of contact for customers facing sudden financial hardship, you will help establish immediate short-term relief, such as temporary payment pauses, reduced repayment plans, or fee waivers. Beyond short-term care you’ll provide dedicated, specialised support for vulnerable customers navigating sensitive life events, including domestic or family violence, elder financial abuse, serious illness or even natural disasters.

Achieving fair and ethical outcomes often takes a team, so you’ll partner directly with financial counsellors, legal representatives, community advocate groups and internal dispute resolution teams. Throughout every interaction, you’ll take pride in maintaining clear and accurate records across client systems to ensure quality and compliance.

About You

You are someone who thrives on helping people and knows how to balance customer advocacy with responsible risk management. You are resilient, organised and comfortable managing sensitive conversations with professionalism, tact and genuine care.

You’ll bring at least 12 months of experience in financial hardship, customer assistance, credit control, or hardship recoveries - ideally within banking, fintech or related high-empathy customer environments like insurance, telco or utilities. You stand out as an active listener, skilled negotiator and natural problem-solver who stays calm under pressure and advocates for the right outcome every time.

What Our Client Offers

Our client is passionate about creating a supportive, trauma-informed and inclusive environment where you can build a rewarding career while making a real impact. You'll join a workspace that genuinely values empathy, ethics and staff well-being with ongoing opportunities to broaden your expertise across diverse financial products.

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At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.