Customer Support
At Recoveriescorp, we make customer satisfaction our highest priority
Our Customer Support Team
Our Customer Support team is committed to delivering a respectful, supportive, and consistent experience for every customer. We’re proud of our strong reputation for quality, compliance, and doing the right thing – especially when it matters most.
We support our team by having best-practice systems and processes in place. We also continually invest in training and coaching to enable our people to be industry-leading consultants.
All customer support team members are trained in trauma-informed practices, ensuring empathetic, respectful, and effective client interactions.
Our in-house quality assurance team oversee all the quality and compliance aspects of our interactions with customers across all communication channels. They’re also our lead coaches, ensuring best practice training and coaching is integrated into our team’s daily operational rhythms.
Together, we’re focused on treating customers fairly, listening carefully, and supporting positive outcomes.
Hardship
Our approach to hardship is built on respect, empathy, and understanding. We know that life doesn’t always go to plan, and when things get tough, we’re here to support – not pressure – our customers.
As part of our mission to help our communities build a financially sustainable future, we’re committed to assisting customers who are experiencing genuine financial difficulty. We offer a range of flexible options to help customers meet their financial obligations in a way that considers both their current situation and their long-term wellbeing.
With extensive experience in supporting customers through hardship, our dedicated team is trained to recognise signs of financial stress and work with each person to find a solution that suits their individual circumstances. We do this through a tailored hardship assessment that’s designed to be supportive, straightforward, and focused on what the customer needs most.
Dispute resolution
At Recoveriescorp, we take all complaints and disputes seriously. That’s why we have a structured and fair approach to resolving disputes and complaints.
Our focus is on understanding each concern, responding respectfully, and working towards a resolution that reflects our commitment to doing what’s right.
Our agents are trained to recognise when a complaint or dispute is raised and to act quickly. We’ve built clear processes that guide how we respond, investigate, and communicate – ensuring that every complaint is managed with care, consistency, and in line with regulatory expectations.
We also have options in place for internal review where customers are not satisfied with the outcome. When appropriate, we refer customers to the Australian Financial Complaints Authority (AFCA) for external dispute resolution.
Our team at Recoveriescorp has implemented a complaints handling and monitoring process to ensure the effective, fair and timely management of complaints. It meets the requirements of RG271 and is in line with ISO 10002 Customer Satisfaction – Guidelines for Complaints Handling. We’re confident in our ability to resolve complaints effectively and this is supported by our great track-record.
Join our team
At Recoveriescorp, we believe great outcomes start with great people.
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