Hardship Officer

Byron Thomas Recruitment; Sydney; On-site; AUD 68,000 - 92,000; Full time

Benefits offered by this job

Close to public transport

Competitive salary

Career growth

Ongoing training

Professional development

Ethical workplace

Job summary

Byron Thomas Recruitment client in Sydney is seeking a seasoned hardship specialist to assess and manage customer hardship applications with fairness, compliance and empathy, in line with regulatory requirements.

You will negotiate repayment arrangements, perform financial assessments, ensure ASIC/NCCP compliance, and collaborate with operations, compliance and management to support vulnerable customers and continuous improvement.

Qualifications

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Responsibilities

• Negotiate and establish repayment arrangements including payment plans, settlements and temporary relief options
• Conduct financial assessments reviewing income, expenses and repayment capacity while identifying vulnerable customers
• Ensure all interactions and records meet ASIC guidelines, NCCP obligations and industry standards using the CRM system
• Monitor arrangements, follow up with customers and liaise with operations, compliance and management teams
• Escalate complex matters or complaints and contribute to improving internal hardship policies and procedures

Skills

Negotiation

Communication

Problem solving

Attention to detail

Empathy

CRM software

Tools

CRM software

Job description

Close to public transport | Sydney CBD | Funky Offices | Employer of choice Attractive remuneration package | Full time permanent position | Fun Team Growing Business | Continuous Learning and Study Support | Industry leader Our Client is an established Australian-owned financial services organisation and an Employer of choice.

Our Client Our Client is an established Australian-owned financial services organisation specialising in debt resolution and customer support, committed to ethical practices, innovation and fostering professional growth within a collaborative team environment.

The Role

This position involves assessing and managing customer hardship applications with a focus on fair, compliant and empathetic outcomes in line with regulatory requirements.

• Negotiate and establish repayment arrangements including payment plans, settlements and temporary relief options
• Conduct financial assessments reviewing income, expenses and repayment capacity while identifying vulnerable customers
• Ensure all interactions and records meet ASIC guidelines, NCCP obligations and industry standards using the CRM system
• Monitor arrangements, follow up with customers and liaise with operations, compliance and management teams
• Escalate complex matters or complaints and contribute to improving internal hardship policies and procedures

Requirements

• Minimum 3 years' experience in hardship, collections or credit management
• Proven background in debt collections with sound understanding of ASIC requirements and NCCP obligations
• Excellent negotiation, communication and problem-solving skills for handling sensitive conversations
• High attention to detail, organisational skills and ability to manage high-volume cases
• Experience with collections or CRM systems and a professional, empathetic, ethical mindset

Remuneration and Benefits

• Competitive $80k package based on experience
• Supportive and professional team environment
• Opportunities for career growth and advancement
• Ongoing training and professional development
• Collaborative workplace focused on ethical practices
• Regular corporate incentives