Hardship
ANZ Hardship
T
Article 1: ANZ Hardship - Initial Reassurance
Keywords/Triggers: Redundancy, breaking point, terrified, lost job, made redundant.
-
Reassurance Guidance: Acknowledge the customer’s long-term relationship (e.g., 10 years) to build immediate rapport.
-
Policy Statement: "Rubik, you've done the right thing by calling. ANZ's hardship programs are designed specifically as a safety net for situations like redundancy to ensure you stay in your home."
-
Objective: Shift sentiment from Highly Negative to Neutral/Relieved.
Article 2: ANZ Hardship - Credit & Interest (The "Catch")
Keywords/Triggers: Credit rating, black mark, credit score, what's the catch, interest.
-
Credit Reporting (FHI): Explain that a Financial Hardship Indicator (FHI) is recorded for 12 months.
-
FHI Fact: This is NOT a default. It is a neutral marker that indicates a proactive arrangement is in place.
-
Interest Capitalization: During a repayment holiday, interest is not waived. It is capitalized, meaning it is added to the loan balance to be paid later.
Article 3: ANZ Hardship - Next Steps & Compliance
Keywords/Triggers: What happens next, 60 days, ANZ App, how it works, thank you.
-
Timeline: Confirm the 3-month pause and the 60-day check-in call to review employment status.
-
Digital Integration: Advise the customer that a formal summary of the arrangement is being sent to their ANZ App for instant review.
-
Regulatory Support: Provide the National Debt Helpline (1800 007 007) for free, independent financial counseling.