A Big 4 Australian Bank needed to rapidly expand its Collections and Hardship workforce in response to increasing numbers of customers experiencing financial difficulty. The Bank required additional capacity without compromising the quality of resources needed for sensitive, customer-facing work.
Momenta was engaged to build and deploy a significant cohort of experienced resources into the Bank’s Collections and Hardship team.
The requirement called for candidates capable of operating effectively in a high-pressure, customer-focused banking environment, while providing the Bank with the flexibility to increase operational capacity without immediately adding the entire requirement to its permanent workforce.
Over the life of the engagement, Momenta supplied more than 130 resources, with the team scaling to a peak of 80 resources within the first few months of the project.
Drawing on Momenta's Australian financial services network and specialist banking recruitment capability, Momenta identified and supplied experienced candidates suited to customer contact, collections and hardship roles.
Momenta's broader Australian capability spans Collections & Hardship, Customer Contact & Engagement, and Back Office & Support roles. This is underpinned by an ISO 9001-certified resourcing process covering sourcing, interview and shortlisting, vetting and onboarding, commencement, and ongoing contract management aligned to client requirements.
The engagement demonstrated Momenta's ability to:
Over the life of the project, Momenta supplied more than 130 resources to the Bank's Collections and Hardship operation, demonstrating the ability to rapidly deliver specialist operational capability at scale.
Importantly, the value of the engagement extended beyond addressing an immediate contingent workforce requirement. A significant proportion of Momenta-supplied resources subsequently transitioned to permanent employment with the Bank at the conclusion of their contracts, providing a strong endorsement of the quality of the people identified and supplied through Momenta's resourcing process.
The engagement demonstrates how banks and financial services organisations can use contingent resourcing to respond rapidly to immediate operational capacity requirements while creating a pipeline of proven talent for their longer-term workforce.
Collections & Hardship Resourcing for a Major Australian Bank
Collections, Hardship & Customer Vulnerability Support
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