Client Advocate - CAP Australia - Free Debt Help

Client Advocate

Application close Friday 27 September.

Job Description

This job description outlines the key accountabilities of, and output required from, the post holder. It is not a definitive list and the role may well change and evolve over time.

 This position is full time 5 days per week.

Department:         Debt Operations

Location:                  Level 1 451 Hunter Street Newcastle NSW

Reports to:             Debt Management Team Leader

Responsible for:  No direct reports

Hours:                        37.5 hours per week  

Other Benefits:    Holiday – 5 weeks per year (Jan – Dec)

    Various paid Revive Days (away days) throughout the year


    Fringe Benefits


Christians Against Poverty operates an evangelistic debt help outreach through an ever expanding and developing network of centres in partnership with local churches throughout Australia.

Debt Operations exists to provide CAP’s centralised debt counselling telephone-based operations. It provides a full debt counselling service to those clients visited by CAP partner churches.


The Debt Management Team is the team responsible for providing ongoing support to clients on their journey to becoming debt-free. They

manage a client case load, monitor deposits and payments, review client financial statements and negotiate on our clients’ behalf with creditors.


We are very passionate about delivering a high-quality service to clients and their families, we want to see our clients set free from the bondage of debt and given an opportunity to respond to the love of Jesus.


We have a focus on excellence, compassion and love for our clients. We are joyful people who like getting things done in a timely and efficient manner. We are comfortable with number crunching and seek to find sustainable financial solutions for people.


The primary role of a Client Advocate is to provide ongoing support to clients both establishing and maintaining CAP Accounts whilst providing a creditor liaison service on behalf of our clients.

•    Provide regular telephone-based support to clients, including updated budget advice and review, encouragement and updates on their CAP Account status, as well as proactively educating clients on the CAP process and money management skills.
•    Manage client CAP Accounts including: regular monitoring of deposits and payments, contacting clients to help encourage them in depositing and saving, and taking action to turn around irregular payment activity.
•    Manage the smooth transfer of new cases into the Debt Management Team.
•    Review and update of client financial statements as required (minimum frequency is to be annually) in order to ensure efficient operation of accounts.
•    Negotiation on the clients’ behalf with priority creditors as required.
•    Carry out negotiation with creditors using letters, faxes, email and telephone as required – email is the preferred communication.
•    Record required future actions with an appropriate reminder to ensure that CAP meets its obligations in any arrangements.
•    Ensure client confidentiality is maintained.
•    Engage the assistance of CAP Centre staff as necessary to assist clients.
•    Provide direction to assistance from external sources, including CAP Debt Centre Church, as required. (This will involve gaining a basic knowledge of services and agencies which may support our client’s needs.)
•    Maintain well organised records and case notes in accordance with CAP Procedures.
•    Liaise with new clients as required ensuring all relevant information concerning their unsecured debts is obtained and acted upon in a timely manner.
•    Take decisive action to stop creditor harassment of clients when warranted
•    Transfer of information to and liaison with other CAP departments as required.
•    Coordinate debt repayments with the Central Payments Unit (CPU).
•    Be proactive with longer repayment term cases, advising clients on various courses of action including insolvency.
•    Investigate and take appropriate action when errors are identified.
•    Take appropriate action, as per CAP Procedures, when complaints are received.
•    Suggest changes to work practices, as observed, to achieve specific goals, targets or general efficiencies.
•    Undertake responsibilities of other client advocates as directed.
•    Undertake any relevant training or educational courses which would increase work related effectiveness.
•    Comply with and contribute to CAP’s WHS policies and procedures.
•    Pray with clients as appropriate, be prepared to share own testimony as an encouragement and engagement opportunity for salvation.

Other responsibilities include
•    To encourage family, friends and other contacts to support the charity through the Life Changer program and other fundraising initiatives
•    To pray with other members of staff

Measurable Outputs
•    Number of Financial Statements activated
•    Number of cases managed
•    Account retention
•    Cases working well (scale downs, deposits)
•    Volume of phone calls and emails made and received
•    Client Satisfaction

Person Specification

Knowledge & Qualifications
•    Relevant tertiary qualifications and/or demonstrated experience
•    Willingness to undertake a Certificate IV in Finance and Mortgage Broking (this course will be fully paid for by CAP following successful recruitment)


•    Administrative experience
•    Experience of working autonomously and as part of a team
•    Experience of having to work using your own initiative

•    Telephone based customer service
•    Experience putting household budgets together
•    Management of a case load and keeping of accurate records

•    Ability to be flexible and work on several tasks concurrently
•    Ability to prioritise in a casework environment
•    Clear verbal and written communication skills
•    Ability to remain calm and professional when communicating in challenging situations
•    Excellent administration skills
•    Logical, articulate approach to work
•    Ability to work accurately and pay attention to detail
•    Ability to focus and prioritise time, tasks and attention
•    Confident user of Microsoft Office, internet and email
•    Ability to perform basic calculations and comfortable with financial matters
•    Motivated by compassion towards people in need
•    Confidence to communicate with clients in a way that reflects the Christian purpose of the charity

Christian Commitment
•    The candidate must be able to give both verbal assent to and practical demonstration of Christians Against Poverty’s Statement of Faith and Core Values
•    Must be able to actively participate in prayer and worship, whether individual, small group or corporately, as an expression of own personal faith and in line with CAP’s Statement of Faith

•    Must have flexibility to be able to attend residential staff conferences
•    Comfortable in a “charismatic” Christian environment
•    Willingness to undergo a Criminal Records Police Check

Please send expressions of interest addressing the essential criteria and accountabilities to
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