Financial Hardship Officer

Rapid Loans; Gold Coast City; On-site; AUD 60,000 - 80,000; Full time

Job summary

A leading loan provider in Gold Coast City is seeking a dedicated Financial Hardship Officer to provide compassionate support to customers in financial distress. The role involves managing hardship applications, assessing financial situations, and implementing tailored repayment arrangements. Ideal candidates will have experience in hardship or collections and strong organisational skills. Join a supportive team and make a meaningful impact on customers' lives.

Benefits

Supportive team environment

Opportunities for professional growth

Immediate start for the right candidate

Qualifications

• Experience in hardship, collections, or customer service in a lending environment.
• Solid understanding of financial hardship principles.
• Strong organisational and problem-solving skills.

Responsibilities

• Review and manage hardship applications from customers.
• Assess each customer’s financial situation.
• Develop and implement sustainable repayment arrangements.

Skills

Experience in hardship or collections

Customer service in a lending environment

Strong organisational skills

Problem-solving skills

Proficiency with CRM platforms

Empathy and customer focus

Job description

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.

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.

How to Apply

If you’re passionate about helping people and want to be part of a company that values integrity and care, we’d love to hear from you.

📩 Apply now with your CV and cover letter.