Empathetic Credit Support Specialist

Commercial Credit Control; Gold Coast City; On-site; AUD 48,000 - 64,000; Full time

Benefits offered by this job

Weekly cash prizes

Employee share investments

Novated lease

Wellbeing support

Team lunches & events

Job summary

Commercial Credit Control in Varsity Lakes, QLD is seeking entry‑level Hardship Officers to support customers facing financial difficulty. You’ll listen, assess, and collaborate to create sustainable repayment or assistance plans with empathy and clear processes.

Full training and strong leadership support are provided. We welcome both part‑time and full‑time applicants who value structure and meaningful conversations, with a focus on personal growth and development.

Qualifications

• Experience in customer service, including handling sensitive conversations with empathy.
• Ability to balance compassion with clear boundaries and structured processes.
• Strong attention to detail and time management skills.
• Self-motivated with the capacity to work autonomously in a structured environment.
• Ability to work well within a team and contribute to a positive culture.
• A solutions‑focused mindset and willingness to help customers move forward.
• Prior hardship or customer service experience is a plus but not essential.

Responsibilities

• Assess and manage hardship accounts with empathy, professionalism and sound judgement.
• Conduct detailed financial discussions to understand a customer’s full circumstances.
• Review income, expenses and serviceability to determine appropriate hardship outcomes.
• Develop sustainable repayment or assistance arrangements tailored to individual needs.
• Maintain detailed, compliant case notes and documentation.
• Liaise with internal teams and external stakeholders on more complex hardship cases.
• Ensure strict compliance with NCCP obligations, ASIC guidelines, internal hardship policies and regulatory requirements.

Skills

Customer service

Empathy

Attention to detail

Time management

Process discipline

Autonomy

Team player

Problem solving

Job description

Commercial Credit Control in Varsity Lakes, QLD is seeking entry‑level Hardship Officers to support customers facing financial difficulty. You’ll listen, assess, and collaborate to create sustainable repayment or assistance plans with empathy and clear processes.

Full training and strong leadership support are provided. We welcome both part‑time and full‑time applicants who value structure and meaningful conversations, with a focus on personal growth and development.