Empathetic Financial Hardship Specialist - Remote

RESIMAC; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

WFH flexibility

Monthly Wellness Hour

Supportive team culture

Internal development & cross-training

Discounts & deals

Daily breakfast bar

Monthly cake day

Paid parental leave (16 weeks)

Salary packaging

EAP & external professional dev.

Diversity & inclusion focus

Job summary

Resimac Group is seeking a Financial Assistance Officer to support customers facing financial difficulty with tailored solutions aligned to policy and regulation. You will assess hardship applications and manage payment arrangements while maintaining accurate records and collaborating with financial counsellors.

The role emphasizes empathy, strong communication, and sound decision-making to help customers regain stability and manage arrears, with flexible WFH options and a supportive team

Qualifications

• 2+ years in Financial Assistance/Hardship, Collections, Arrears Management, or Customer Resolution roles.
• Experience within financial services, lending, mortgage servicing, or credit environments.
• Demonstrated experience assessing customer financial circumstances and negotiating sustainable outcomes.
• Experience managing complex customer interactions and vulnerable customer situations.
• Sound knowledge of National Consumer Credit Code or equivalent legislation and Privacy Act.
• Strong customer focus with a genuine desire to help customers through challenging circumstances.
• Empathetic approach with the ability to manage difficult conversations professionally and respectfully.
• Excellent verbal and written communication skills.
• Strong negotiation, dispute resolution, and problem-solving capabilities.

Responsibilities

• Support customers through arrears and financial difficulty with tailored solutions.
• Assess hardship applications in line with regulatory requirements and internal policies.
• Set up, manage and review payment arrangements and hardship plans.
• Work with customers and their representatives, including financial counsellors.
• Maintain accurate customer records and case notes.
• Manage arrears accounts in line with business policies and regulatory obligations.
• Oversee default notices, legal notices and other statutory communications.
• Escalate accounts where needed and recommend recovery strategies.
• Ensure all activities comply with NCCP, Australian Privacy Principles, ASIC and AFCA expectations, and the Debt Collection Guidelines.
• Identify and elevate financial, conduct, operational, compliance or reputational risks.
• Contribute to continuous improvement and recommend process enhancements.

Job description

Resimac Group is seeking a Financial Assistance Officer to support customers facing financial difficulty with tailored solutions aligned to policy and regulation. You will assess hardship applications and manage payment arrangements while maintaining accurate records and collaborating with financial counsellors.

The role emphasizes empathy, strong communication, and sound decision-making to help customers regain stability and manage arrears, with flexible WFH options and a supportive team