Customer Care Specialist Job at MONEYME (Newcastle)

Customer Care Specialist

MONEYME

Location:
Australia , Newcastle

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Care Specialist plays a critical role in supporting customers experiencing financial hardship. This role is responsible for conducting thorough and empathetic investigations, making fair and compliant decisions, and ensuring customers are treated with dignity and respect during vulnerable periods. The successful candidate will confidently balance customer advocacy with regulatory obligations while managing a diverse and active case portfolio.

Job Responsibility:

Proactively identify customers experiencing vulnerability and assess individual hardship circumstances
Conduct detailed investigations to determine appropriate support options in line with policy and regulatory requirements
Engage with customers empathetically, fairly, and without prejudice, ensuring sensitive handling of all interactions
Manage an active caseload of approximately 50 cases, maintaining accurate documentation and timely follow-up
Communicate clearly and professionally with customers via phone and written correspondence
Navigate and lead courageous conversations, making timely, informed decisions during customer interactions
Work autonomously while effectively prioritising and pivoting between competing tasks
Collaborate with internal teams and external partners where required
Ensure ongoing compliance with all relevant laws, regulations, and internal frameworks with no exceptions
Demonstrate integrity, accountability, and proactive ownership of customer outcomes

Requirements:

Strong verbal and written communication skills with a professional and empathetic phone manner
Ability to think quickly and make sound decisions in real-time conversations
Highly developed organisational skills with strong attention to detail
Strategic and analytical thinking when assessing complex customer situations
Proven ability to manage workload independently in a fast-paced environment
Proactive, energetic, and solutions-focused approach
Ability to build trust and rapport with customers, internal stakeholders, and external partners
Strong teamwork skills, with the ability to collaborate within and across teams and functions
Ability to think creatively and problem solve when faced with new challenges
Ability to work independently & self-motivated
Strong time management skills with the ability to deliver quality work in an efficient manner
Ability to adapt to evolving priorities and deadlines and manage multiple projects at one time

What we offer:

Up to 5 additional days of bonus leave per calendar year after 12 months of service for eligible employees
3 days paid community service and volunteering leave per year
12 weeks of employer-paid parental leave and two weeks employer-paid leave for secondary carer
Quarterly champion awards and reward trips
Mental health and wellbeing initiatives, health checks, skin cancer checks, free vaccination, etc.
Team social events, massages in the office, free coffee and much more

Additional Information:

Job Posted:
March 13, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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