Hardship Officer

Commercial Credit Control; Gold Coast City; On-site; AUD 48,000 - 64,000; Full time

Benefits offered by this job

Weekly cash prizes

Employee share investments

Novated lease

Wellbeing support

Team lunches & events

Job summary

Commercial Credit Control in Varsity Lakes, QLD is seeking entry‑level Hardship Officers to support customers facing financial difficulty. You’ll listen, assess, and collaborate to create sustainable repayment or assistance plans with empathy and clear processes.

Full training and strong leadership support are provided. We welcome both part‑time and full‑time applicants who value structure and meaningful conversations, with a focus on personal growth and development.

Qualifications

• Experience in customer service, including handling sensitive conversations with empathy.
• Ability to balance compassion with clear boundaries and structured processes.
• Strong attention to detail and time management skills.
• Self-motivated with the capacity to work autonomously in a structured environment.
• Ability to work well within a team and contribute to a positive culture.
• A solutions‑focused mindset and willingness to help customers move forward.
• Prior hardship or customer service experience is a plus but not essential.

Responsibilities

• Assess and manage hardship accounts with empathy, professionalism and sound judgement.
• Conduct detailed financial discussions to understand a customer’s full circumstances.
• Review income, expenses and serviceability to determine appropriate hardship outcomes.
• Develop sustainable repayment or assistance arrangements tailored to individual needs.
• Maintain detailed, compliant case notes and documentation.
• Liaise with internal teams and external stakeholders on more complex hardship cases.
• Ensure strict compliance with NCCP obligations, ASIC guidelines, internal hardship policies and regulatory requirements.

Skills

Customer service

Empathy

Attention to detail

Time management

Process discipline

Autonomy

Team player

Problem solving

Job description

Commercial Credit Control - Varsity Lakes QLD

Commercial Credit Control is a people-first, national leader in our industry, helping businesses and individuals navigate their financial journeys with care and compassion. At the heart of what we do is making a real difference, and we want you to be part of it!

We’re part of theInvestors Central Group, which offers you the opportunity to develop your career across multiple entities and locations.

The opportunity

We’re looking for Hardship Officers to join our growing team.

This role is centered on supporting customers experiencing financial difficulty. You will be the person who listens first, understands their situation, and works collaboratively to find sustainable, realistic solutions.

If you value empathy, structure, and meaningful conversations, this role will give you the opportunity to make a genuine impact every day.

Entry level applicants welcome - you will receive full training, strong leadership support, and clear development pathways as you build your capability.

We are open to both part-time and full-time candidates. We believe in balancing productivity with personal time, so you can plan your day in a way that works best for you.

Key responsibilities

• Assess and manage hardship accounts with empathy, professionalism and sound judgement.
• Conduct detailed financial discussions to understand a customer’s full circumstances.
• Review income, expenses and serviceability to determine appropriate hardship outcomes.
• Develop sustainable repayment or assistance arrangements tailored to individual needs.
• Maintain detailed, compliant case notes and documentation.
• Liaise with internal teams and external stakeholders on more complex hardship cases.
• Ensure strict compliance with NCCP obligations, ASIC guidelines, internal hardship policies and regulatory requirements.

About you

• Have experience in customer service and have a genuine interest in helping customers.
• Are confident handling sensitive conversations with calmness and empathy.
• Can balance compassion with clear boundaries and strong process discipline.
• Are self-motivated and thrive in a structured, fast-paced environment.
• Have strong attention to detail and time management skills.
• Can work autonomously while contributing positively to a team culture.
• Bring a solutions-focused mindset and positive attitude.
• While experience in hardship or customer service is a bonus, it’s not essential — we’re all about potential and passion! Especially if you enjoy problem solving and genuinely helping people move forward.

What’s in it for you?

This is a chance for you to gain a permanent position within a stable, growing, public company. Based in a vibrant office space in the heart of Varsity Lakes,we're all about rewarding our team with:

• Weekly cash prize competitions
• Employee share investment opportunities
• Novated lease benefit
• EAP and wellbeing support
• Themed days, team lunches & events - fun is part of the job!

Successful candidates must undergo a National Police check and any relevant industry checks.