Empathy-Driven Hardship Solutions Specialist

Branded Financial Services; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Branded Financial Services in Australia is seeking a Hardship Officer to support customers facing illness, financial distress, or life events. You will listen, understand and guide, balancing care with commercial judgement.

You’ll manage a portfolio of hardship accounts, develop practical support plans, and communicate decisions clearly with empathy while ensuring fairness and compliance. If you thrive in a fast-paced environment, value emotional intelligence, and want to help people while

Qualifications

• Experience within hardship, vulnerability support, or customer resolutions environments.
• Exceptional listening and communication skills.
• High levels of emotional intelligence and empathy.
• Ability to navigate emotionally charged conversations and build trust.

Responsibilities

• Manage a portfolio of high-risk and hardship accounts (secured and unsecured).
• Develop practical and sustainable support arrangements tailored to individual situations.
• Identify early signs of loss and apply mitigation strategies.
• Escalate deteriorating accounts for asset recovery, legal action, or write-off.
• Maintain complete, compliant, and audit-ready case files.
• Proactively engage with customers in arrears to understand financial situations.
• Communicate hardship decisions clearly and empathetically.
• Handle sensitive conversations, complaints, and disputes professionally.
• Balance empathetic service with effective recovery strategies.
• Liaise with customers, guarantors, and third parties to facilitate outcomes.
• Apply a risk and compliance lens, ensure legal adherence, and manage all day-to-day risks.

Job description

Branded Financial Services in Australia is seeking a Hardship Officer to support customers facing illness, financial distress, or life events. You will listen, understand and guide, balancing care with commercial judgement.

You’ll manage a portfolio of hardship accounts, develop practical support plans, and communicate decisions clearly with empathy while ensuring fairness and compliance. If you thrive in a fast-paced environment, value emotional intelligence, and want to help people while