Hardship Officer

Oxygen Recruitment & HR; Sydney; Ibrido; AUD 60.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid working

Career development

Supportive leadership

Descrizione del lavoro

Oxygen Recruitment & HR is seeking a caring and detail-oriented professional to support customers navigating financial hardship. The role sits in a dedicated team that ensures fair and timely assistance, independent from collections, and focuses on compliant, high-quality customer service.

You will triage inquiries across channels, assess financial positions and recommend appropriate relief options, while maintaining audit-ready documentation and adherence to National Credit Code requirements.

Competenze

• Experience in financial hardship or financial assistance within financial services.
• Understanding of hardship frameworks and customer vulnerability.
• Familiarity with National Credit Code and related regulations.
• Ability to communicate with empathy and professionalism.
• Strong attention to detail and audit-ready documentation.
• Ability to own each case from start to resolution.

Mansioni

• 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 signs of customer vulnerability and respond appropriately.
• Keep accurate, audit-ready records of assessments, decisions and customer contact.
• Ensure compliance with hardship regulations and internal policies.
• Identify and escalate risks, including potential customer harm or missed timeframes.

Conoscenze

Financial hardship experience

Customer service

Descrizione del lavoro

This employer is one of Australia and New Zealand’s premier non-bank lenders, with an award-rich history in the mortgage and asset finance sector. It offers a wide range of products, including flexible home loan options, to a diverse clientele. You will enjoy a supportive, purposeful culture, a convenient office location and career development opportunities.

About the Role

In this role you’ll support customers experiencing financial hardship, making sure they get fair, timely and appropriate help. You’ll work in a dedicated customer assistance team that is independent from collections, which keeps outcomes fair, unbiased and centred on the customer. This is an excellent opportunity for someone who thrives in a fast-paced environment and is passionate about delivering empathetic, compliant and high-quality customer support.

Key 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 appropriately to signs of customer vulnerability
• Keep accurate, audit-ready records of assessments, decisions and customer contact
• Make sure your work follows hardship regulations and internal policies
• Identify and elevate risks, including potential customer harm, conduct issues or missed timeframes

About the Candidate

The ideal candidate will bring prior experience in financial hardship or financial assistance within financial services. You’ll understand hardship frameworks, customer vulnerability and the regulations that apply, such as the National Credit Code. You will be a confident communicator who can handle sensitive and complex conversations with empathy and professionalism. A high level of attention to detail is essential, along with the ability to keep accurate, audit-ready documentation. You will show sound judgement and make fair, balanced and independent decisions, while staying resilient in emotionally challenging situations. A strong sense of accountability and the ability to own each case from start to resolution will be key to your success in this role.

Key Benefits

You will receive a comprehensive range of employee benefits. You’ll work with an inspirational manager who will foster and support your career growth, in a central location with modern office facilities and a welcoming team.

Additional information

• Attractive salary package + hybrid working options
• Supportive leader with career growth opportunities
• Utilise previous hardship experience