Hardship Officer

Allied Credit Pty; Sydney; Hybrid; AUD 75,000 - 95,000; Full time

Benefits offered by this job

Hybrid work options

Corporate superannuation fund

Salary Continuance Insurance

Discounts on retailers and car loans

Learning & development opportunities

Wellness day and wellbeing programs

16 weeks paid parental leave

Job summary

Allied Credit Pty is seeking two Hardship Officers to join the Retail Operations team in a hybrid role based in Australia. You will assess and respond to financially distressed customers, determine the best recovery solutions, and ensure compliant, empathetic communication to help customers resume contractual payments.

Ideal candidates have hardship or debt recovery experience, strong judgement, and solutions-focused thinking.

Qualifications

• Solid background in hardship, collections or debt recovery.
• Empathetic, customer-focused approach with strong problem-solving.
• Sound understanding of relevant credit regulations and policies.
• Strong negotiation and communication skills.

Responsibilities

• Assessing a customer situation using the Hardship Statement of Financial Position form.
• Reviewing the customer’s financial situation and contract conduct to decide the best solution.
• Asking probing questions to understand the customer’s circumstances.
• Communicating with empathy to gather information from distressed customers.
• Maintaining trust through respectful language throughout interactions.
• Handling complex cases and proposing innovative resolutions.
• Staying in touch with customers and following up on applications or required information.
• Adhering to debt collections guidelines and relevant hardship codes.

Skills

Hardship experience

Debt recovery

Empathy

Negotiation

Job description

Two challenging and rewarding roles requiring strong analysis & communications skills.

85% of our employees said that they recommend Allied Credit as a great place to work!

Allied Credit has a hybrid work environment; we understand the value of a work-life balance.

Company Description

Allied Credit is a leading and well-established finance partner in the vehicle and leisure asset industry, with strategic alliances incorporating well-known car and motorcycle brands. We offer a range of finance solutions including white label, joint venture arrangements and floor plan finance. Our proprietary loan origination system supports our dealers and distributors to facilitate seamless, convenient and customer focused finance solutions for consumers and businesses.

We have an opportunity for two Hardship Officers to join our collaborative Retail Operations team. The primary purpose of the Hardship Officer is to manage and respond to vulnerable customers that may be experiencing financial hardship. They will be responsible for assessing a customer’s situation and determining, based upon the assessment process and policy, to what the best solution will be for the customer. The Hardship Officer needs to ensure the solution will allow the customer to recover from their financial situation and be able to commit to contractual payments again.

Responsibilities

• Assessing a customer situation by using the Hardship Statement of Financial Position form.
• Reviewing the customer’s financial situation as well as the contract conduct with a view to deciding on the best solution.
• Effectively using of probing questions to gain a thorough understanding of the customer’s situation.
• Using sophisticated communication skills to interrogate customers in a humane manner to elicit information from customers who may be in distress.
• Ensuring trust through empathic and respectful language.
• Dealing with complex customer cases and resolve their situation using innovative and lateral thinking.
• Remaining in contact with the customer and follow up on their application or any other information needed.
• Understanding and adhering to the debt collections guidelines as well as the National Credit Code section 72 for hardship.

Your background

• A solid background in hardship, collections or debt recovery allowing strong judgement, solution generation and decision-making capabilities.
• Empathetic customer-focused approach to handling issues, with a commitment to providing the best solution to the customer.
• Sound understanding of the National Credit Code section 72 for hardship.
• Well-developed negotiation and problem-solving skills with the ability to recommend process improvements and innovative solutions.
• Strong organisation and exceptional interpersonal skills.

Benefits of working at Allied Credit

• Hybrid working arrangements, we are always willing to discuss flexible working options.
• Access to our exclusive corporate superannuation fund.
• Salary Continuance Insurance (covering TPD insurance).
• Discount offers on selected retailers, car loans and novated leasing options.
• Ongoing extensive in-house and external learning & development opportunities.
• Wellness day with ongoing wellbeing, diversity program & fund-raising events.
• 16 weeks of paid parental leave.

We pledge to treat all candidates with the utmost respect and professionalism throughout the recruitment process. Our interactions will be characterized by courtesy, honesty, and integrity. We promise to conduct a fair, transparent, and inclusive hiring process. We are committed to ensuring that all candidates are evaluated based on their skills, experience, and potential, regardless of race, gender, age, disability, sexual orientation, or any other characteristic protected by law.

For further information on Allied Credit, please visit our website at https://alliedcredit.com.au/.