About Consumer Action Law Centre

Consumer Action is an independent, not-for-profit consumer organisation with deep expertise in consumer and consumer credit laws, policy and direct knowledge of people’s experience of modern markets in Victoria. We work for a just marketplace, where people have power and business plays fair. We make life easier for people experiencing vulnerability and disadvantage in Victoria, through financial counselling, legal advice, legal representation, policy work and campaigns.

On the land of the Traditional Owners, the people of the Kulin Nations, our dedicated staff work collaboratively and deliver integrated services and projects. We have just over 50 employees and promote a diverse and inclusive culture which upholds our values of respect, fairness, reflection and courage. We strive to be an employer of choice and provide employee benefits which supports work-life balance.

Consumer Action’s growing Financial Counselling Practice (FCP) is presently comprised of 12 staff supported by a Director and Assistant Director. The team is Consumer Action’s largest and includes some of our most experienced and long-serving staff. The core work of the FCP is delivering the National Debt Helpline (NDH) financial counselling telephone service and web-based chat service.

More about Consumer Action can be found on our website, including our Strategic Plan and Impact Report.

About the Role

Our financial counsellors provide telephone and web-based based financial counselling services and referrals for people in financial difficulty seeking information and support. They act as ambassadors for the National Debt Helpline (NDH), work collaboratively with our Policy and Campaigns team and legal practice to advocate for systemic change, and appear in print and live media to raise awareness of financial counselling and consumer rights.

If you want to work with a great group of people who help people, and you’re either a qualified financial counsellor, or nearing the end of your Diploma of Financial Counselling studies, we would love to hear from you.

Specifically, the Trainee Financial Counsellor and Financial Counsellor will:

• Act as a triage worker, carrying out short screening interviews to assess whether the client requires general information, an extended telephone financial counselling session, or referral elsewhere;
• Provide information to clients via telephone, web-based chat and/or email;
• Conduct financial counselling sessions with clients over the phone at pre-booked appointment times and via chat;
• Accurately record client and case information in our client management system in accordance with practice procedures and maintain client management system files;
• Contribute to the sector development and training work of Consumer Action, including by helping design and deliver CPD sessions for other financial counsellors;
• Support the community and sector engagement work of Consumer Action, including by participating in outreach activities;
• Identify legal and policy issues arising from Financial Counselling work and participate in Consumer Action’s broader policy and advocacy initiatives;
• Mentor trainees and provide peer support for trainees, other Financial Counsellors and new team members.

As one of our Senior Financial Counsellors said recently:

“What I love about my role is the variety, my day is never boring. As well as working on the advice line, I’m regularly involved in training and supporting new staff, working with policy, speaking to external groups about our service and the work of FCs, hosting various VIPs for ‘A Day in the Life’ and I also get to work at the Federal Court every second week as a financial counsellor which I particularly enjoy”

The successful applicant will have:

• Applicants must hold or be completing the Diploma of Community Services (Financial Counselling), and be a member of Financial Counselling Victoria (FCVic);
• A knowledge of the general business of Consumer Action and a commitment to our vision and values;
• Advanced listening and communication skills, including the ability to tailor and modify communication to diverse audiences.
• The ability to manage potentially challenging clients in emotionally charged and or heightened situations;
• Effective problem-solving skills, a proactive approach to their work and an ability to prioritise tasks under pressure;
• Demonstrated ability to work within a counselling framework and to recognise the way in which other issues may interact with personal financial issues;
• A demonstrated interest in and commitment to social justice principles, including awareness of issues such as homelessness, mental health, family violence, disability, drug and alcohol problems and interaction with the justice system;
• Demonstrated ability to provide culturally appropriate services for First Nations clients.

Rewards and Benefits

• Hybrid work from home and office model
• Active social club
• Comprehensive training and professional development opportunities
• Up to $15,900 in salary packaging