Job Title

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia''s fastest growing energy retailers. We own and operate a diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive and highly sought after energy products through our retail brand Tango Energy. Here''s your chance to be part of Australia''s transition to renewable energy within our dynamic retail team.The Payment Assistance Consultant is responsible for managing and responding to vulnerable customers experiencing financial or personal hardship in accordance with our policies and procedures in a fair and equitable manner, consistent with and exceeding the requirements of applicable regulatory policies and codes. The Payment Assistance Consultant is required to work closely with the Credit Controllers in relation to debt recovery matters and contribute to the development of supporting strategies.Key Responsibilities also include:Onboard and manage new referrals to the Hardship Program sent by contact centre teams either via email or inbound call transfers.Respond to customer enquiries regarding payment arrangements, process applications for payment plans and provide standard and tailored assistance to help reduce debt.Ensuring case management of portfolio is always up to date and meeting regulatory requirements.Communicate with customers on a regular basis via their preferred contact method (outbound call contact or email)Liaising with Financial Counsellors.Complete administration tasks including processing life support forms and responding to internal and external email requests.Coordinate government funded assistance programs such as the Utility Relief Grant Scheme, Energy Accounts Payment Assistance, Home Energy Emergency Assistance Scheme, and the application of Concession Rebates to Customer accounts.Implement continuous improvement mindset into all processes and strategies linked to Payment assistance activities.Ensure all processes are documented, approved and governed in line with Pacific Blues governance & compliance guidelines.Be the business Subject Matter Experts for the business in relation to customer advocacy strategies and various regulatory obligations.Ensure that appropriate reporting and compliance controls are in place to monitor successful customer outcomes in relation to payment assistance activities.Case manage customer accounts that may have been affected by domestic and family violence in accordance with relevant internal and external policies.Complete all actions required in a manner that meets or exceeds the organisation''s obligations under the Customer Charter, Hardship Policies and the Essential Services Commission''s Payment Difficulty Framework.Respond to requests for hardship and vulnerable customer data and information from across the business.Knowledge and experience: Tertiary qualifications in a relevant field will be highly regarded but not mandatory.Completed Year 12 or equivalent industry experience working with customers or clients experiencing financial or personal hardship.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.Demonstrated understanding of the end to end credit and collections processes and its application within the Energy Industry .Knowledge of the Privacy Act, Hardship (all jurisdictions)Well-developed administrative and computer skillsDetail the education and or special certification, training and work experience requirements for the position. This may also include the level of industry knowledge. Skills: Passionate about supporting customers.Demonstrated strong people/communication skills, ability to assist and have effective conversations with extremely vulnerable customers.Demonstrated leadership capability, with history of leading business process functionality.Ability to deal with conflict situations utilising sound negotiation skills.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 accuracyExcellent problem-solving skills.Ability to clearly explain and define issues/outcomes.Sound judgment and decision making skills.Strong analytical and troubleshooting skills List the learned and applied abilities to effectively complete tasks to the level of required performance. This can include technical and interpersonal skills, as well as the level of proficiency required on relevant tools and software. 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 assetsit''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 on Home Energy and Health InsuranceGenerous leave benefitsMelbourne office next to Southern Cross StationA team that is inclusive and supportivePacific 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.Pacific Blue won''t be taking any applications from recruitment agencies for this vacancy.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.