Hardship Officer

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

• Attractive salary package + hybrid working options
• Supportive leader with career growth opportunities

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 escape 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.