Empathetic Member Support Specialist for Financial Wellness

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

Benefits offered by this job

Paid volunteer days

3 additional work-life balance days

Employee discounts

Job summary

Beyond Bank Australia is seeking a Member Support Officer to assist members facing financial difficulty with empathetic, practical and tailored hardship solutions. You will assess circumstances, provide appropriate support options and develop sustainable repayment plans that balance member wellbeing with responsible banking practices.

You will manage a portfolio of hardship cases, engage in meaningful conversations, document outcomes and ensure regulatory compliance, all while maintaining

Qualifications

• Experience in financial hardship and financial assistance within banking or financial services.
• Ability to assess customer circumstances and identify practical, sustainable support solutions.
• Strong communication and active listening skills for sensitive conversations.
• Understanding of vulnerable customer considerations and commitment to positive outcomes.
• Strong organisational skills and ability to manage competing priorities.
• Collaborative mindset to deliver fair, consistent and compliant outcomes.

Responsibilities

• Manage a portfolio of hardship cases, providing support and guidance to members experiencing financial difficulty.
• Conduct meaningful conversations to understand members' circumstances and identify appropriate assistance options.
• Assess financial information and hardship requests to determine suitable support arrangements.
• Work collaboratively with members to develop sustainable repayment solutions that support long‑term financial wellbeing.
• Recognise and appropriately manage vulnerable customer situations, including escalating complex or sensitive matters when required.
• Maintain ongoing communication with members throughout the hardship process, ensuring transparency and positive member experiences.
• Accurately document outcomes and ensure all activities meet regulatory and compliance requirements.
• Support early‑stage collections activities where appropriate, helping members access assistance before financial challenges escalated.

Skills

Financial hardship experience

Customer conversations

Active listening

Vulnerable customer considerations

Organisational skills

Collaborative mindset

Job description

Beyond Bank Australia is seeking a Member Support Officer to assist members facing financial difficulty with empathetic, practical and tailored hardship solutions. You will assess circumstances, provide appropriate support options and develop sustainable repayment plans that balance member wellbeing with responsible banking practices.

You will manage a portfolio of hardship cases, engage in meaningful conversations, document outcomes and ensure regulatory compliance, all while maintaining