Empathy-Driven Hardship Solutions Advisor

Finance One Limited; City of Brisbane; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Employee Investment Opportunity

Employee Assistance Program

Subsidised gym membership

Discounted private health insurance

Training and development

Job summary

Finance One Limited is seeking a dedicated Hardship Officer to support customers facing financial difficulty. You will listen to individual circumstances, assess their position and collaborate on realistic repayment options, ensuring professional handling and regulatory compliance.

This role emphasizes empathy in tough conversations, accurate documentation and a proactive approach to helping customers regain financial stability within a supportive team.

Qualifications

• Experience in financial hardship, debt recovery, credit, collections or similar customer-focused environment.
• Understanding of consumer credit legislation and regulatory requirements.
• Strong verbal and written communication skills.
• Excellent negotiation and problem-solving abilities.
• Ability to assess financial circumstances and discuss repayment options constructively.
• High level of empathy, professionalism and resilience.

Responsibilities

• Speak with customers experiencing financial hardship and understand their circumstances.
• Assess customers’ financial positions and capacity to pay.
• Develop realistic, tailored repayment arrangements and hardship outcomes.
• Support customers through their hardship journey toward financial stability.
• Handle sensitive conversations with empathy and professionalism.
• Negotiate practical solutions balancing customer needs and regulatory obligations.
• Document customer circumstances, discussions and decisions accurately.
• Manage a portfolio of hardship accounts with accuracy and attention to detail.
• Communicate professionally with customers, internal teams and external stakeholders.

Skills

Financial hardship experience

Debt recovery

Regulatory knowledge

Negotiation

Communication skills

Empathy

Time management

Detail-oriented

Portfolio management

Learning mindset

Job description

Finance One Limited is seeking a dedicated Hardship Officer to support customers facing financial difficulty. You will listen to individual circumstances, assess their position and collaborate on realistic repayment options, ensuring professional handling and regulatory compliance.

This role emphasizes empathy in tough conversations, accurate documentation and a proactive approach to helping customers regain financial stability within a supportive team.