About the role

Trainee Financial Counsellor or Financial Counsellor

Multiple roles – Maximum term and permanent roles available full time and part time considered.

Salary range $85,686 - $102,453 (pro rata) plus superannuation

Are you a Financial Counsellor looking to have real impact in driving systemic change?

If you want to work with a great group of people who help people, and you’re either a qualified financial counsellor, or nearing the end of your financial counsellor qualifications, we would love to hear from you.

Our financial counsellors provide telephone and web-based based financial counselling services and referrals for individuals seeking information and support with debt and financial issues. They act as ambassadors for the National Debt Helpline (NDH), working collaboratively with our Policy and Campaigns team and legal practice to advocate for systemic change, and appearing in print and live media to raise awareness of financial counselling and consumer rights.

Specifically, the Trainee Financial Counsellor and Financial Counsellor will:

• Provide information to clients as necessary via telephone, web-based chat and/or email; 
• Conduct financial counselling sessions with clients over the phone at pre-booked appointment times and via chat; 
• Contribute to the sector development and training work of Consumer Action, including by helping design and deliver CPD sessions for other financial counsellors; 
• Support the community and sector engagement work of Consumer Action, including by participating in outreach activities; 
• Identify legal and policy issues arising from Financial Counselling work and participate in Consumer Action's broader policy and advocacy initiatives; 
• Mentor trainees and provide peer support for trainees, other Financial Counsellors and new team members.  

As one of our Senior Financial Counsellors said recently:

“What I love about my role is the variety, my day is never boring. As well as working on the advice line, I’m regularly involved in training and supporting new staff, working with policy, speaking to external groups about our service and the work of FCs, hosting various VIPs for ‘A Day in the Life’ and I also get to work at the Federal Court every second week as a financial counsellor which I particularly enjoy”

The successful applicant will have:

• A knowledge of the general business of Consumer Action and a commitment to our vision and values.  
• Advanced listening and communication skills, including the ability to tailor and modify communication to diverse audiences. 
• The ability to manage potentially challenging clients in emotionally charged and or heightened situations; 
• Effective problem-solving skills, proactive and an ability to prioritise tasks under pressure; 
• Ability to work collaboratively as a part of a team and individually with a level of autonomy and resilience;    
• Ability to adapt to change and be flexible in a dynamic environment;  
• The ability to communicate complex information to clients in a practical, accurate and concise manner; 
• Demonstrated ability to work within a counselling framework and to recognise the way in which other issues may interact with personal financial issues; 
• A demonstrated interest in and commitment to social justice principles, including awareness of issues such as homelessness, mental health, family violence, disability, drug and alcohol problems and interaction with the justice system; 
• Demonstrated ability to provide culturally appropriate services for First Nations clients; 
• A demonstrated commitment to continuous reflection, learning and improvement.

Rewards and Benefits  

• Hybrid work from home and office model 
• Active social club  
• Option of compressed hours with one RDO per fortnight   
• Comprehensive training and professional development opportunities  
• Up to $15,900 in salary packaging  

About Consumer Action and the Financial Counselling Practice

 Consumer Action is an independent, not-for-profit consumer organisation with deep expertise in consumer and consumer credit laws, policy and direct knowledge of people's experience of modern markets in Victoria. We work for a just marketplace, where people have power and business plays fair. We make life easier for people experiencing vulnerability and disadvantage in Victoria, through financial counselling, legal advice, legal representation, policy work and campaigns.  

On the land of the Traditional Owners, the people of the Kulin Nations, our dedicated staff work collaboratively and deliver integrated services and projects. We have just over 50 employees and promote a diverse and inclusive culture which upholds our values of respect, fairness, reflection and courage. We strive to be an employer of choice and provide employee benefits which supports work-life balance.  

Consumer Action’s growing Financial Counselling Practice (FCP) is presently comprised of 12 staff supported by a Director and Assistant Director. The team is Consumer Action’s largest and includes some of our most experienced and long-serving staff. The core work of the FCP is delivering the National Debt Helpline (NDH) financial counselling telephone service and web-based chat service.

More about Consumer Action can be found on our website, including our Strategic Plan and Impact Report.  

A position description is attached.