Credit & Vulnerability Consultant

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia’s fastest growing energy retailers (Tango Energy). We operate a high quality and diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive energy products, delivering value to our retail energy customer base. With the growing importance of renewable energy in Australia's future, a career with us is more than just a job.

Forming part of our Retail Operations team, the Credit & Vulnerability Consultant plays a critical role in supporting customers experiencing financial hardship, vulnerability, or other challenging circumstances. The role is responsible for delivering fair, compassionate and compliant customer outcomes through effective case management, payment assistance and debt resolution activities. Working closely with financial counsellors and internal stakeholders, the role provides subject matter expertise on hardship and vulnerability matters, supports the development of customer assistance strategies, and helps ensure compliance with relevant regulatory obligations. Through a customer-focused and solutions-oriented approach, the role contributes to improved customer outcomes, regulatory compliance and the ongoing effectiveness of our Credit & Collections function.

This is a full-time permanent role located in Melbourne.

The role is primarily responsible for but not limited to:

• Manage customer hardship, vulnerability and payment assistance cases, delivering fair and compliant customer outcomes.
• Assess and implement payment arrangements and tailored support solutions to assist customers experiencing financial difficulty.
• Maintain accurate case management records and ensure customer accounts are managed in accordance with regulatory and business requirements.
• Liaise with financial counsellors, external support services and internal stakeholders to support effective customer outcomes.
• Provide subject matter expertise on hardship, vulnerability and collections activities, supporting business decision-making and customer assistance strategies.
• Manage a range of specialised customer processes, including concessions, government grants, life support registrations, bankruptcies and liquidations.
• Identify opportunities to improve processes, customer outcomes and operational efficiency within the Credit & Vulnerability function.
• Contribute to reporting, compliance monitoring and continuous improvement initiatives to support the effectiveness of the Credit & Collections team.

Knowledge and experience

• Tertiary qualifications in a relevant field will be highly regarded but not mandatory.
• Minimum 3 years credit, collection, or customer vulnerability experience within an Energy Retail Business
• Contact centre experience, including handling inbound/outbound calls and admin tasks.
• Case management experience.
• Extensive knowledge of the Essential Services Commission and Australian Energy Regulator processes and policies to support customers facing Hardship and Family Violence, including a key understanding of the Victorian Payment Difficulty Framework (PDF)
• Experience dealing with Life Support processes and associated regulatory obligations.
• Knowledge of the Privacy Act, Hardship (all jurisdictions)
• Well-developed administrative and computer skills

Skills

• Passionate about supporting customers.
• Demonstrated strong people/communication skills, ability to assist and have effective conversations with extremely vulnerable and high-risk customers.
• Ability to deal with conflict situations utilising sound negotiation skills
• Ability to work autonomously and as part of a team to deliver high quality work within deadlines.
• Self-starter who can demonstrate high initiative, an ability to manage multiple tasks and manages their time effectively to manage workload.
• Strong attention to detail with a high level of accuracy
• Excellent problem-solving skills.
• Ability to clearly explain and define issues/outcomes.
• Sound judgment and decision-making skills.
• Strong analytical and troubleshooting skills

What We offer

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts to Home Energy and Health Insurance
• Purchased leave program
• Free Employee Assistance Program
• Generous parental leave options
• Modern open plan office with ergonomic standing desks
• Office location next to Southern Cross Station and tram stops
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.