Customer Solutions Specialist

Not every customer service role is about solving easy problems.

At Avanti, our Customer Solutions Specialists help customers who have fallen behind on their repayments get back on track. These conversations can be challenging, but they're also incredibly important. You'll combine empathy, resilience, and sound judgement to create practical repayment solutions while helping customers navigate difficult financial situations.

Due to continued growth, we're expanding our Customer Solutions team and looking to hire multiple Customer Solutions Specialists over the coming months. If you're someone who enjoys meaningful conversations, stays calm under pressure, and isn't afraid to tackle tough discussions head-on, this could be an excellent opportunity to build a career in financial services.

The role

Joining Avanti's Early Solutions team, you'll manage a portfolio of customers experiencing arrears and work with them to find sustainable repayment outcomes.

This is a role where you'll need to think on your feet. One minute you'll be helping a customer understand their options, the next you'll be assessing information in real time and making decisions that balance customer outcomes with business objectives.

Whether you're bringing collections experience or you're a recent graduate with the right attitude and resilience, you'll receive training, coaching, and support to build your capability and judgement.

What you'll do

• Contact customers to discuss overdue accounts and repayment options
• Manage inbound and outbound customer conversations professionally and confidently
• Assess customer circumstances and identify suitable solutions
• Review loan information and make informed decisions while customers are on the phone
• Navigate challenging conversations with empathy and professionalism
• Identify risk factors, hardship indicators, and escalation requirements
• Maintain accurate documentation and records
• Apply responsible lending obligations, company policies, and compliance requirements
• Work closely with leaders and colleagues to achieve positive customer outcomes

Enjoy the flexibility of two****shift options: 8:00am to 4:30pm or 9:30am to 6:00pm

What we're looking for

• Strong customer service skills and a genuine desire to help people
• Confidence having difficult conversations and discussing repayment commitments
• Personal resilience and the ability to stay composed during stressful situations
• Good judgement and problem-solving capability
• Strong attention to detail and ability to assess information quickly
• Excellent communication and relationship-building skills
• A willingness to learn and accept coaching
• Experience in collections, financial services, contact centre environments, credit control, or customer-facing roles is advantageous
• Equally, we'd love to hear from recent graduates with the right attitude, maturity, and willingness to learn

This is a role for someone who can balance empathy with accountability. You'll be helping customers through difficult situations while also being comfortable asking the tough questions and guiding conversations towards repayment solutions.

If you're resilient, customer-focused, and ready for a challenge that will develop your career, we'd love to hear from you.