Financial Hardship Specialist - Hybrid, Growth & Impact

Banking & Finance; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work

Benefits package

Central location

Job summary

Banking & Finance in Sydney is seeking a dedicated team member to support customers experiencing financial hardship within a fast-paced, compliant environment. You will work in a dedicated customer assistance team, independent from collections, delivering fair, empathetic and high-quality support.

The role emphasizes accurate record-keeping, adherence to regulations and resilient handling of sensitive conversations, with career growth opportunities in a supportive culture.

Qualifications

• Experience in financial hardship or financial assistance within financial services.
• Understand hardship frameworks, customer vulnerability and related regulations (e.g., National Credit Code).
• Strong communication skills with empathy and professionalism.
• Ability to keep accurate, audit-ready documentation.

Responsibilities

• Manage financial hardship applications end-to-end, including assessment, decision-making and customer communication.
• Triage hardship and financial assistance enquiries across multiple channels, including phone, email and internal referrals.
• Assess customers’ financial positions and recommend suitable assistance options, such as payment arrangements, deferrals and loan variations.
• Identify and respond to signs of customer vulnerability.
• Keep accurate, audit-ready records of assessments, decisions and customer contact.
• Ensure compliance with hardship regulations and internal policies.
• Identify and mitigate risks, including potential customer harm, conduct issues or missed timeframes.

Skills

Empathetic communication

Customer service

Attention to detail

Job description

Banking & Finance in Sydney is seeking a dedicated team member to support customers experiencing financial hardship within a fast-paced, compliant environment. You will work in a dedicated customer assistance team, independent from collections, delivering fair, empathetic and high-quality support.

The role emphasizes accurate record-keeping, adherence to regulations and resilient handling of sensitive conversations, with career growth opportunities in a supportive culture.