Collections Engagement Specialist

Job description

See yourself in our team Join the Early Customer Engagement team, a dedicated group committed to helping customers manage their financial commitments. We work with customers to understand their circumstances and find sustainable payment solutions that support their needs while protecting their relationship with Bankwest. Your impact As an Early Customer Engagement Specialist, you will make and receive calls from Bankwest customers who have fallen behind on payments across Credit Cards, Home Loans, Personal Loans and Overdrawn Transaction Accounts. Your role will focus on understanding each customer's situation, providing excellent service, and using your negotiation skills to agree on suitable repayment solutions. Through meaningful conversations, you'll help customers get back on track while delivering positive outcomes for both the customer and Bankwest. What will help you succeed? You are motivated, empathetic and resilient, with strong communication and negotiation skills. You actively listen, build rapport quickly, and remain focused on achieving positive outcomes. You enjoy working in a fast-paced environment and are driven to meet and exceed performance expectations. Shift details Part-time opportunities are available, working 32 hours per week. The team's operating hours are Monday to Friday, 6:00am to 6:00pm. Rosters will be allocated within these hours. This role commences on 26 October 2026. Successful applicants must be available to attend two weeks of mandatory full-time training in the Perth office, Monday to Friday (hours to be confirmed). A key benefit of this role is the opportunity to work from home as part of a hybrid working model. Following successful completion of training and once you have demonstrated the ability to consistently perform the role independently and effectively, you will transition to primarily working from home, with a hub day once a fortnight on a Wednesday to collaborate and connect with colleagues. A key benefit of this role is the opportunity to work from home as part of a hybrid working model. Following successful completion of training and once you have demonstrated the ability to consistently perform the role independently and effectively, you will transition to primarily working from home, with a hub day once a fortnight on a Wednesday to collaborate and connect with colleagues. What's in it for you? This is an opportunity to make a genuine difference in the lives of our customers by helping them regain financial confidence and remain in their homes. In return, you'll receive comprehensive training, ongoing coaching and support, and access to the career development opportunities available across Bankwest and the Commonwealth Bank Group. Important information about the role This role involves managing a high volume of customer interactions over the phone, including complaints and emotionally challenging conversations. You may at times speak with customers who are distressed, vulnerable or frustrated. Success in this role requires emotional resilience, excellent communication skills, and the ability to remain calm, professional and customer-focused under pressure. 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 04/09/2026