OUR ORGANISATION

An exciting opportunity to be a part of a young, ambitious financial sector NFP headquartered in Melbourne, with staff located all around Australia.

Way Forward is a registered charity that provides a free service to hundreds of Australians in financial difficulty, assisting them on a path towards long-term financial stability. Our organisation proudly backed by Australia’s biggest banks, including ANZ, Commonwealth Bank, NAB and Westpac, and industry bodies Australian Banking Association (ABA) and Financial Counselling Australia (FCA).

At our core, everything we do at Way Forward should make our clients better off. In practice, this means the way we operate and treat clients must always start with the individual – treating all clients equally and without judgement regardless of why they’ve landed at Way Forward.

JOB DESCRIPTION/KEY RESPONSIBILITIES

You will be working with a small, tight-knit team of Hardship Advocates from a range of professional backgrounds, all passionate about making a real difference.

In the role, you will be responsible for providing information and options to Australians whose life events have impacted their ability to meet their financial commitments. You will go above and beyond for each client, ensuring you deliver a superior experience through ownership of the relationship, excellent service, quality and timely resolution of issues.

YOU WILL ALSO HAVE THE FOLLOWING RESPONSIBILITIES:

• Assess circumstances of clients experiencing financial difficulty
• Work with clients to develop payment options which are holistic, achievable and clearly communicated
• Have respectful client conversations
• Be the conduit between the client and various creditors or community groups

ABOUT YOU

• Minimum of two years of experience in assisting customers in financial difficulty or hardship
• Previous administration experience is desirable
• Excellent problem-solving skills with ability to investigate/explore issues thoroughly
• Excellent communication skills (written and verbal)
• Strong negotiating skills
• Proficient computer skills (previous experience with Microsoft Office & CRM systems preferred)
• Ability to work with sensitive matters, showing diplomacy and discretion
• Willingness to take ownership and motivated to exceed expectations
• Compassionate and non-judgemental

BENEFITS

• Salary Sacrificing and exemption for Fringe benefit tax
• Opportunity to attend national conferences on financial hardship
• Flexible work options and great work-life balance
• Remote role so you can work from your home
• Chance to be part of a young charity with ambitious growth goals

Working with Way Forward, you will change lives by lifting the burden of debt off the shoulders of Australians and building longer-term financial capabilities.