Hardship Solutions Specialist

Avanti Finance Group; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

Branded Financial Services is seeking an empathetic Hardship Officer to support customers facing financial difficulties. You will manage hardship accounts, tailor practical support, and guide customers through challenging life events while balancing fairness and business needs.

You will work in a fast-paced environment, using emotional intelligence to navigate conversations, assess risks, and implement sustainable solutions for both customers and BFS.

Qualifications

• Experience in hardship or vulnerability, financial assistance, or customer support environments.
• Alternatively, senior collections, recoveries, or customer resolutions experience.

Responsibilities

• Manage a portfolio of high-risk and hardship accounts (secured and unsecured).
• Develop practical and sustainable support arrangements tailored to individual situations.
• Identify early signs of loss and apply mitigation strategies.
• Escalate deteriorating accounts for asset recovery, legal action, or write-off.
• Maintain complete, compliant, and audit-ready case files.
• Proactively engage with customers in arrears to understand financial situations.
• Communicate hardship decisions clearly and empathetically.
• Handle sensitive conversations, complaints, and disputes professionally.
• Balance empathetic service with effective recovery strategies.
• Liaise with customers, guarantors, and third parties to facilitate outcomes.
• Apply a risk and compliance lens, ensure legal adherence, and manage all day-to-day risks through the appropriate channels.

Skills

Empathy

Active listening

Communication

Emotional intelligence

Calm under pressure

Judgement

Customer focus

Resilience

Case management

Job description

Branded Financial Services is seeking an empathetic Hardship Officer to support customers facing financial difficulties. You will manage hardship accounts, tailor practical support, and guide customers through challenging life events while balancing fairness and business needs.

You will work in a fast-paced environment, using emotional intelligence to navigate conversations, assess risks, and implement sustainable solutions for both customers and BFS.