Financial Hardship Officer

Rapid Loans Pty; Gold Coast City; Sur place; AUD 65 000 - 90 000; Plein temps

Résumé du poste

Rapid Loans is seeking a dedicated Financial Hardship Officer to join our team in Australia. You will work closely with customers in financial distress, assessing their circumstances and guiding them toward sustainable repayment plans.

In this role, you will liaise with collections and customer service teams, ensure compliance with regulatory frameworks, and document all interactions to help customers return to regular loan commitments.

Qualifications

• Experience in hardship, collections, or customer service in a lending environment.
• Solid understanding of financial hardship principles and the applicable compliance framework.
• Empathetic and customer-focused, with the ability to have difficult conversations in a respectful and solution-oriented way.
• Strong organisational and problem-solving skills.
• Proficiency with CRM platforms and financial systems.
• Resilient under pressure and able to manage a complex caseload.

Responsabilités

• Review and manage hardship applications from customers with auto or personal loans.
• Assess each customer’s financial situation and propose appropriate hardship solutions.
• Develop, negotiate, and implement sustainable repayment arrangements tailored to individual circumstances.
• Work with customers post-hardship to help them resume regular repayments, catch up on arrears, and meet their loan agreement requirements.
• Provide ongoing guidance to customers aiming to transition back to standard contract terms.
• Ensure all actions comply with relevant regulatory requirements and internal policies.
• Accurately document all customer interactions, agreements, and follow-ups in internal systems.
• Liaise with collections, legal, and customer service teams to ensure seamless support and resolution.

Connaissances

Empathy

Communication

Problem solving

Organisational skills

Case management

Outils

CRM platforms

Financial systems

Description du poste

Rapid Loans is a trusted provider of fast, flexible, and responsible auto and personal loan solutions across Australia. We’re committed to supporting our customers, especially during challenging financial periods, by offering understanding, respect, and practical help.

We are seeking a dedicated Financial Hardship Officer to join our team. In this role, you will be at the forefront of providing compassionate support to customers in financial distress and helping them get back on track with their loan commitments.

About Us

Rapid Loans is a trusted provider of fast, flexible, and responsible auto and personal loan solutions across Australia. We’re committed to supporting our customers, especially during challenging financial periods, by offering understanding, respect, and practical help.

Key Responsibilities

• Review and manage hardship applications from customers with auto or personal loans.
• Assess each customer’s financial situation and propose appropriate hardship solutions.
• Develop, negotiate, and implement sustainable repayment arrangements tailored to individual circumstances.
• Work with customers post-hardship to help them resume regular repayments, catch up on arrears, and meet their loan agreement requirements.
• Provide ongoing guidance to customers aiming to transition back to standard contract terms.
• Ensure all actions comply with relevant regulatory requirements and internal policies.
• Accurately document all customer interactions, agreements, and follow-ups in internal systems.
• Liaise with collections, legal, and customer service teams to ensure seamless support and resolution.

About You

• Experience in hardship, collections, or customer service in a lending environment.
• Solid understanding of financial hardship principles and the applicable compliance framework.
• Empathetic and customer-focused, with the ability to have difficult conversations in a respectful and solution-oriented way.
• Strong organisational and problem-solving skills.
• Proficiency with CRM platforms and financial systems.
• Resilient under pressure and comfortable managing a case load of complex customer scenarios.

Why Join Rapid Loans?

• Be part of a supportive and customer-first team environment.
• Make a real difference in people’s lives by guiding them through financial recovery.
• Opportunity for professional growth in the financial services industry.
• Immediate start for the right candidate.