Financial Assistance Officer - Hardship

Firstmac Limited; City of Brisbane; Híbrido; AUD 70.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work arrangements

Work-from-home option

Office in Brisbane CBD

Descripción de la vacante

Firstmac Limited is seeking an experienced Financial Assistance Specialist to join our Brisbane CBD-based Collections Team. You will help borrowers in hardship by offering practical, sustainable solutions in line with our policies and regulatory requirements, conducting sensitive conversations and maintaining accurate case records.

Join a supportive team with work-life balance and flexible arrangements, including the option to work from home while staying connected to our Brisbane CBD office.

Formación

• Experience handling financial hardship cases in banking, lending, or financial services.
• Proven ability to conduct sensitive conversations with empathy and professionalism.
• Strong case management, documentation and organisational skills.

Responsabilidades

• Manage Financial Assistance cases from assessment through decision, implementation and review.
• Conduct sensitive conversations to understand circumstances, affordability and support needs.
• Assess applications and make decisions within policy and regulatory requirements.
• Identify vulnerability indicators and provide appropriate support, referrals, and escalation.
• Develop sustainable Financial Assistance arrangements and review them as circumstances change.
• Prepare clear, compassionate communications and maintain case documentation.

Conocimientos

Financial hardship handling

Sensitive conversations

Case management

Regulatory awareness

Communication

Descripción del empleo

Firstmac has grown from a small family business of 2 people to become one of Australia's leading lenders with more than 600 team members worldwide in 46 years.

About the position

We're seeking an experienced and dedicated Financial Assistance Specialist to join our Collections Team based in Brisbane's CBD. In this role, you'll assist borrowers experiencing financial or personal hardship by providing practical, sustainable solutions in line with our policies, procedures and regulatory requirements.

You'll conduct sensitive Financial Assistance conversations, assess individual circumstances, develop appropriate arrangements and maintain accurate case records. Working collaboratively across the business, you'll help ensure borrowers receive fair, consistent and compassionate support throughout their Financial Assistance journey.

Join a supportive team that values work-life balance. We offer flexible work arrangements, with the opportunity to work from home while maintaining the connection and energy of our Brisbane CBD office.

Key Responsibilities

Manage Financial Assistance cases from initial assessment through to decision, implementation and review.

Conduct sensitive and supportive conversations with customers to understand their circumstances, affordability and support needs, and identify appropriate assistance options.

Assess Financial Assistance applications and make sound decisions within delegated authority, policies and regulatory requirements.

Identify and respond appropriately to customer vulnerability, including providing support, escalation and referrals where required.

Develop and maintain appropriate and sustainable Financial Assistance arrangements, including reviewing arrangements when customer circumstances change.

Prepare clear, accurate and compassionate customer communications and maintain appropriate case documentation.

Maintain accurate Hardship and Vulnerability Registers and support ASIC and internal reporting requirements.

Connect customers with appropriate financial counselling and external support services where additional assistance may be beneficial.

Work collaboratively with Collections, Recoveries, Customer Care and other teams to ensure customers experiencing financial difficulty receive timely and appropriate support.

Identify opportunities to improve Financial Assistance processes, decision making and customer outcomes.

About you

We're looking for an experienced Financial Assistance professional who is passionate about helping customers experiencing financial difficulty achieve fair and sustainable outcomes. You'll be confident navigating sensitive conversations, understanding individual circumstances and making considered decisions that balance customer needs, business requirements and regulatory obligations.

Proven experience in Financial Assistance, hardship or a similar role within banking, lending or financial services, preferably with exposure to home lending or automotive finance.

Strong assessment and decision-making skills, with the ability to develop fair and sustainable solutions based on individual circumstances, affordability and relevant requirements.

Sound understanding of customer vulnerability, with the ability to recognise indicators and respond appropriately to complex or sensitive situations.

Excellent communication and active listening skills, with confidence having difficult conversations with empathy and professionalism.

Strong case management, documentation and organisational skills, with the ability to manage competing priorities and regulatory timeframes.

A collaborative hands-on approach and genuine commitment to achieving positive customer outcomes.

About the Company

Firstmac group is an award-winning leader in lending in Australia for home and car loans, with brands Firstmac, loans.com.au, CarLoans.com.au and car-buying service OnlineAuto.com.au. We're also leading the way in finance and property news with our media arm Infochoice Media Group including comparison site Savings.com.au, Your Investment Property Magazine and Your Mortgage.

At Firstmac, we're proud to offer a workplace where our people feel supported, connected, and empowered to grow. Our culture is built on teamwork, community spirit, and genuine opportunities to develop your career.

Here's what you can look forward to when you join us:

Friendly, social team with regular events and social club activities

Exclusive staff perks through our Brisbane Broncos partnership, meet and greets and prize draws throughout the season

Flexible work arrangements and access to our Employee Assistance Program to support the wellbeing of staff and their families

Training, development, and leadership programs to support career growth

One annual paid volunteer day to contribute to a cause you care about and quarterly community initiatives where staff come together to support local organisations.