Hardship Support Specialist

Beyond Bank Australia; Western Australia; Híbrido; AUD 89.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

3 paid work-life balance days

Volunteer days for community

Employee discounts

Health and wellbeing initiatives

Flexible working environment

Career development opportunities

Descripción de la vacante

Beyond Bank Australia is seeking a Member Support Officer to help members facing financial hardship with tailored, empathetic solutions. You’ll assess circumstances, provide practical support, and work toward sustainable repayment plans that protect member wellbeing while upholding responsible banking practices.

You’ll manage hardship cases, document outcomes, and collaborate with a team focused on delivering positive financial wellbeing for members and communities. Hybrid work is available.

Formación

• Experience in financial hardship and financial assistance, preferably in banking or financial services.
• Ability to assess customer circumstances and identify practical support solutions.
• Strong communication and active listening for sensitive conversations.
• Understanding of vulnerable customer considerations and commitment to positive outcomes.
• Good organisational skills to manage priorities and compliance.
• Collaborative mindset to deliver fair and compliant outcomes.

Responsabilidades

• Manage a portfolio of hardship cases and provide guidance to members in financial difficulty.
• Conduct conversations to understand circumstances and identify assistance options.
• Assess financial information and hardship requests for suitable support arrangements.
• Develop sustainable repayment solutions for long‑term financial wellbeing.
• Recognise and manage vulnerable customer situations, escalating when needed.
• Maintain ongoing communication and ensure transparent member experiences.
• Document outcomes and ensure activities meet regulatory and compliance requirements.
• Support early‑stage collections activities to help access assistance timely.

Conocimientos

Financial hardship experience

Financial assessment

Active listening

Vulnerable customer awareness

Organisational skills

Collaborative mindset

Descripción del empleo

Beyond Bank Australia is seeking a Member Support Officer to help members facing financial hardship with tailored, empathetic solutions. You’ll assess circumstances, provide practical support, and work toward sustainable repayment plans that protect member wellbeing while upholding responsible banking practices.

You’ll manage hardship cases, document outcomes, and collaborate with a team focused on delivering positive financial wellbeing for members and communities. Hybrid work is available.