Can't Continue with the Current Payment Plan

1. Scenario

• Customer Situation: The customer previously set up a payment arrangement to address a missed payment. Now they’ve received an unforeseen expense (e.g., a medical bill, urgent home repair) that makes it impossible for them to continue with the existing agreement.
• CSR’s Objective: Gather essential information, show empathy, and determine if a referral to Westpac’s Hardship team is needed to review or adjust the plan.

2. Indicators for Hardship Referral

The following points indicate the customer may need to be transferred to the Hardship team:

1. Unexpected Financial Difficulty: The customer mentions they cannot continue with the current arrangement due to new or ongoing financial strain
   1. For example, I cannot continue with the current payment plan because I just got an unexpected bill.
2. Ongoing Payment Challenges: The customer requests a lower payment amount, additional time to pay, or expresses anxiety about meeting upcoming bills.
3. Missed or Imminent Default: The customer suggests they will miss the next due date or have already missed it due to the unexpected expense

If any of these points are present, proceed with the Hardship process.

3. CSR Procedure

1. Acknowledge & Empathise

   • Listen actively and acknowledge the customer’s situation.
   • Example statement:

     “I’m sorry to hear you’ve had this unexpected bill. I understand this can be stressful, and we want to find a suitable solution.”

2. Check Current Arrangement Details

   • Review the existing payment plan and confirm the missed or upcoming payment details.
   • Let the customer know you want to ensure they get the most appropriate support.

3. Explain Hardship Support & Transfer

   • If the customer’s inability to pay meets hardship criteria, advise them of Westpac’s Hardship team.
   • Example statement:

     “We have a dedicated Hardship team who can look at your situation more closely and offer revised or alternative payment options, given your recent unexpected expense.”

4. Obtain Consent to Transfer

   • Confirm the customer is okay to be transferred to the Hardship team.
   • Provide assurance on what to expect:

     “If you’re comfortable, I’ll transfer you now. They may request some additional details on your finances to find the best solution for you.”

Resources & References

• Westpac Financial Hardship Information:
  https://www.westpac.com.au/about-westpac/sustainability/initiatives-for-you/customers-financial-hardship-missed-payment/
• FAQ on Credit Card Payment Reminders:
  https://www.westpac.com.au/faq/credit-card-reminder-set-up-online-banking/

I cannot continue with the current payment plan
I can not continue with the current payment plan