Case Manager - Call Centre Operator

Kickstart Your Career as a Hardships Case Manager with One of Australia’s Leading Banks!

Are you ready to make a real difference by supporting customers facing financial hardship? Join a customer-focused team where your empathy and problem-solving skills help people through challenging times — while building your career in a supportive, growth-oriented environment.

What’s In It For You

• Competitive pay: $38 per hour + super, with a temp-to-perm opportunity
• Get your foot in the door: Work for one of Australia’s top banks
• Career development: Ongoing training and clear progression pathways
• Flexible work: Hybrid working model for a great work-life balance (fully office base for 8-10 weeks of training)
• Supportive culture: A workplace that values your growth and wellbeing
  
  

About The Role

As a Hardships Case Manager, you’ll be an essential point of contact for customers navigating financial difficulties. After completing our comprehensive training program, you will manage approximately 10-15 customer calls per day, providing tailored hardship solutions with empathy and professionalism.

Your Key Responsibilities Will Include

• Listening carefully and empathetically to customers experiencing financial stress.
• Collaborating with internal teams to deliver holistic hardship treatment plans tailored to individual needs.
• Ensuring all customer interactions comply with organisational policies and regulatory requirements.
• Maintaining a high standard of service quality, balancing compassion with compliance.
• Potentially supporting the Case Management Collections Team by negotiating arrears payments, always prioritising customer outcomes alongside risk mitigation.
  
  

This is a 12 month contract role that is full time hours, with hours rostered between 8:00 am and 7:00 pm. (2x 10am-7pm shifts per week)

What You Will Bring

• Genuine empathy and a strong commitment to helping customers in financial distress
• Previous experience in a customer service or call centre environment, ideally within financial services or a similar high-stress setting
• Excellent communication skills, both written and verbal, with the ability to handle sensitive conversations tactfully
• Comfort working in a fast-paced environment, meeting clear goals and targets
• A background in banking or financial services is highly valued but not essential
• Proven track record of delivering quality customer service consistently
  
  

If you’re motivated by making a positive impact and growing your career in a supportive environment, we’d love to hear from you! APPLY NOW!

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.