Financial Assistance Officer

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 a dynamic and leading ASX-listed non-bank lender and multi-channel distribution business in Australia and New Zealand. We enable homeowners and businesses to achieve their dreams by providing innovative, fast and accessible lending solutions to homeowners, consumers and business across Australia and New Zealand.

Our brands include Resimac, Resimac NZ, homeloans.com.au and Resimac Asset Finance and we’re proud to be servicing over 50,000+ current customers, with assets under management of over $15 billion, and a fast-growing workforce of over 330 people operating across Australia, New Zealand and the Philippines.

About the opportunity

As a Financial Assistance Officer, you'll play a key role in supporting customers experiencing financial difficulty, providing tailored assistance solutions that align with Resimac's policies, regulatory obligations, and customer-first approach.

Working closely with customers to understand their circumstances, you'll assess hardship applications and identify sustainable solutions while effectively managing risk. It's a role for someone who combines empathy and strong communication with sound decision-making to help customers navigate financial challenges and regain stability.

Customer Assistance & Case Management

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.

Collections & Recovery Management

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.

Compliance & Risk Management

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.

What we're looking for

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.

What’s in it for You?

At Resimac, your growth and wellbeing matter. You’ll enjoy:

WFH flexibility

Monthly Wellness Hour, take 2 hours for you

Supportive, friendly and approachable team culture

Internal development and cross-training opportunities

Reward platform with discounts, cashback and deals

Daily breakfast bar

Monthly cake day

Paid parental leave (16 weeks)

Salary packaging, EAP and external professional development

Resimac is committed to building a diverse and inclusive workplace and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI communities, mature workers, people with disability and people from culturally diverse backgrounds.

Please note that unsolicited applications from recruitment agencies will not be accepted.