Hybrid Financial Hardship Specialist

Oxygen Recruitment & HR; Sydney; Hybride; AUD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Career development

Supportive leadership

Résumé du poste

Oxygen Recruitment & HR is seeking a caring and detail-oriented professional to support customers navigating financial hardship. The role sits in a dedicated team that ensures fair and timely assistance, independent from collections, and focuses on compliant, high-quality customer service.

You will triage inquiries across channels, assess financial positions and recommend appropriate relief options, while maintaining audit-ready documentation and adherence to National Credit Code requirements.

Qualifications

• Experience in financial hardship or financial assistance within financial services.
• Understanding of hardship frameworks and customer vulnerability.
• Familiarity with National Credit Code and related regulations.
• Ability to communicate with empathy and professionalism.
• Strong attention to detail and audit-ready documentation.
• Ability to own each case from start to resolution.

Responsabilités

• 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 signs of customer vulnerability and respond appropriately.
• Keep accurate, audit-ready records of assessments, decisions and customer contact.
• Ensure compliance with hardship regulations and internal policies.
• Identify and escalate risks, including potential customer harm or missed timeframes.

Connaissances

Financial hardship experience

Customer service

Description du poste

Oxygen Recruitment & HR is seeking a caring and detail-oriented professional to support customers navigating financial hardship. The role sits in a dedicated team that ensures fair and timely assistance, independent from collections, and focuses on compliant, high-quality customer service.

You will triage inquiries across channels, assess financial positions and recommend appropriate relief options, while maintaining audit-ready documentation and adherence to National Credit Code requirements.