Compassionate Recoveries & Financial Assistance Specialist

Regional Australia Bank Ltd.; Newcastle; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Regional Australia Bank is seeking a compassionate Recoveries & Financial Assistance Officer in Australia. You will manage a portfolio of customers experiencing financial hardship, negotiate repayment arrangements, and guide customers through hardship and recovery processes with empathy and professionalism.

You will collaborate with internal teams, legal representatives and third-party providers to achieve sustainable outcomes while maintaining compliance and confidentiality.

Qualifications

• Experience in a related field such as lending, collections, financial hardship, banking or financial services.

Responsibilities

• Manage non-performing loan accounts.
• Assess and manage customer hardship applications.
• Negotiate repayment arrangements and recovery strategies.
• Monitor arrears portfolios and identify customers needing support.
• Work with customers to understand circumstances and develop sustainable solutions.
• Liaise with legal representatives and external service providers when recovery action is required.
• Provide guidance to branches and lending teams on hardship and recovery matters.
• Maintain compliance with applicable legislation, regulations, policies and procedures.
• Contribute to continuous improvement within the Recoveries & Financial Assistance team.

Skills

Communication skills

Negotiation skills

Empathy

Problem-solving

Job description

Regional Australia Bank is seeking a compassionate Recoveries & Financial Assistance Officer in Australia. You will manage a portfolio of customers experiencing financial hardship, negotiate repayment arrangements, and guide customers through hardship and recovery processes with empathy and professionalism.

You will collaborate with internal teams, legal representatives and third-party providers to achieve sustainable outcomes while maintaining compliance and confidentiality.