Community Financial Inclusion Officer – Good Money

Good Money is a joint initiative of Good Shepherd (GSANZ), NAB, and the Victorian Government providing community finance products and services within a place-based model.

The Community Financial Inclusion Officer provides community finance products and services, including No Interest Loans, directly to clients. These products and services aim to improve the wellbeing and social inclusion of people who are disadvantaged and on low incomes.

This role is the initial point of contact for clients, assesses their needs and refers them appropriately, and delivers direct services (community finance products).  This direct service delivery includes completing budgets and loan applications in client and loan management systems, they will contribute to the smooth day-to-day operation of the Good Money Collingwood site.

Please note: This role is client facing and requires the incumbent to work 100% of the time from the Good Money Collingwood site.  Willingness and ability to travel to other Good Money sites (Dandenong, Morwell and Geelong) from time to time will be advantageous.

About the Responsibilities:

• Assist people from diverse backgrounds with complex needs in a way that is respectful, appropriate, and professional.
• Provide direct, high quality client service (by phone, face-to-face and online), including:
  • Greet clients and guide them through the community financial options.
  • Respond to enquiries, assess eligibility, determine client needs and respond appropriately (through direct services, information provision, or referrals to internal and external supports.
  • Assist clients with all aspects of loan applications, including conducting one-to-one interviews with clients, preparing a budget with them, checking supporting documentation.
  • Contacting clients to let them know outcome of their loan application (including preparing documentation, making payments to suppliers and setting up repayments).
  • Respond to enquiries regarding existing loans and ongoing loans management (including following up with clients who have missed repayments).
  • Ensure accurate client records are kept using Good Shepherd’s client management systems, ensuring client privacy and safety is maintained.
• Achieve key performance indicators, through ability to plan and prioritise workload.
• Utilise local networks to provide information and make referrals to other support services, as required.
• Contribute to community engagement, partnership development and marketing activities, to increase the number of clients who access Good Money services.
• Perform day-to-day administrative duties and accurate data entry.

About You:

• Desirable to have a Certificate or Diploma in Community Services, or equivalent community services experience and/or
• Experience working with complex clients or clients highly regarded including client experience.
• Experience in loan administration
• Skills in navigating queries and providing timely administrative assistance for a diverse range of clients.
• Excellent communication skills with the ability to explain processes simply and effectively and adjust communication style to diverse range of clients.
• Proactive mindset with a high client service focus
• Respect and empathy for other people is key.
• Ability to establish rapport and support clients from diverse backgrounds and complex needs and provide efficient and high quality client services
• Demonstrated experience in uncovering and assessing client needs and matching these with appropriate services and referrals.
• Ability to articulate and work through relevant budgeting and numerical processes with clients.
• Competent computer skills, including Microsoft Office and use of client and loan management systems.
• Demonstrated ability to follow procedures, processes and compliance requirements whilst demonstrating accuracy and attention to detail.
• Ability to work under pressure through effective planning and prioritising and being flexible/ adaptive to change.
• The capacity and commitment to work in alignment with the values of Good Shepherd and understand the issue of financial exclusion in Australia.
• Experience engaging with communities and organisations to build effective partnerships (desirable)

About Good Shepherd:

Our 2023-2027 strategy outlines the world we want to see and our role in advancing it. We aspire for all women, girls, and families to be safe, well, strong, and connected. We strive for equity, dignity and social justice for women, girls and families by collaborating globally and acting locally, supporting our communities in Australia and New Zealand to thrive.

We want women, girls and families to live full and dignified lives, have dignified income and enjoy financial wellbeing.  We aim to provide place-based, people-centred, holistic services while working at the system level to achieve bold and audacious reform. We currently offer microfinance programs and products, financial counselling and coaching, family and domestic violence support services, family and youth programs, playgroups, education programs and community houses. These services are complemented by research and strong advocacy to address the underlying structural causes of injustice, exclusion, and inequality. 

About the Benefits:

• Salary packaging (which can add up to $15,900 in tax-free pay per year)
• Paid study leave
• Paid parental leave
• Gifted leave at Christmas and Easter
• Additional purchased annual leave
• Flexible work hours/working from home where possible
• Long service leave due after 10 years, with access after seven
• Employee Assistance Program, a free and confidential counselling service

Personal data held by Good Shepherd Australia New Zealand relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. We recognise the rich diversity of people across Australia. We are committed to ensuring that our team is reflective of the diverse community we serve and to supporting a culture of equity, inclusion and diversity. Good Shepherd Australia New Zealand is a Child Safe employer. Employment is subject to satisfactory referee checks, a current employment working with Children Check, National Criminal History check and proof of the right to work in Australia.