Empathetic Member Support Lead - Financial Wellbeing

Beyond-Bank-Australia; Adelaide; Hybrid; AUD 89,000 - 100,000; Full time

Benefits offered by this job

Additional 3 paid work-life balance/RO

Volunteer days

Employee discounts

Health and wellbeing initiatives

Career development opportunities

Job summary

Beyond Bank is seeking a Member Support Officer in Adelaide to help members facing financial difficulty with empathetic, practical hardship solutions. You’ll assess needs, discuss options and develop fair repayment plans, balancing wellbeing with responsible banking.

This role emphasizes compliant processes, ongoing communication, and supporting early-stage collections when appropriate within a hybrid, full-time framework.

Qualifications

• Experience in financial hardship and assistance, preferably in banking/finance.
• Ability to assess circumstances and identify practical, sustainable support.
• Strong communication and active listening for sensitive conversations.
• Understanding of vulnerable customers and commitment to positive outcomes.
• Good organisation and ability to manage competing priorities.
• Collaborative mindset to deliver fair, compliant outcomes.

Responsibilities

• Manage a portfolio of hardship cases and provide guidance to members.
• Conduct conversations to understand circumstances and identify options.
• Assess information to determine suitable support arrangements.
• Develop sustainable repayment solutions for long-term wellbeing.
• Recognise vulnerable situations and escalate when needed.
• Maintain ongoing communication with transparency throughout the process.
• Document outcomes and ensure regulatory/compliance requirements.
• Support early-stage collections where appropriate.

Skills

Financial hardship

Customer care

Active listening

Vulnerability awareness

Organization

Collaboration

Job description

Beyond Bank is seeking a Member Support Officer in Adelaide to help members facing financial difficulty with empathetic, practical hardship solutions. You’ll assess needs, discuss options and develop fair repayment plans, balancing wellbeing with responsible banking.

This role emphasizes compliant processes, ongoing communication, and supporting early-stage collections when appropriate within a hybrid, full-time framework.