Hybrid Member Support & Financial Wellbeing Advisor

Beyond Bank Australia; Sydney; Hybrid; AUD 89,000 - 100,000; Full time

Benefits offered by this job

Work-life balance

Volunteer days

Employee discounts

Flexible environment

Career development

Job summary

Beyond Bank Australia is seeking a Member Support Officer to assist members facing financial difficulty with empathetic, tailored hardship solutions. You will manage a portfolio of cases, assess needs, and deliver support that balances member wellbeing with responsible banking practices.

Working in a hybrid environment, you’ll communicate clearly, document outcomes, and escalate when needed to ensure compliant, fair and lasting repayment arrangements for our members and communities.

Qualifications

• Experience in financial hardship or financial assistance in banking/finance preferred.
• Ability to assess circumstances and identify practical support solutions.
• Strong communication and listening skills for sensitive conversations.
• Understanding of vulnerable customer considerations and commitment to positive outcomes.
• Strong organisational skills and ability to manage competing priorities.
• Collaborative mindset and commitment to fair, compliant outcomes.

Responsibilities

• Manage a portfolio of hardship cases and provide support to members.
• Conduct conversations to understand circumstances and identify assistance options.
• Assess financial information and hardship requests to determine suitable support.
• Develop sustainable repayment solutions that support long-term wellbeing.
• Recognise and manage vulnerable customer situations and escalate when needed.
• Maintain ongoing communication with members throughout the process.
• Document outcomes and ensure regulatory/compliance requirements.
• Support early-stage collections activities where appropriate.

Skills

Empathy

Active listening

Communication

Organisational skills

Job description

Beyond Bank Australia is seeking a Member Support Officer to assist members facing financial difficulty with empathetic, tailored hardship solutions. You will manage a portfolio of cases, assess needs, and deliver support that balances member wellbeing with responsible banking practices.

Working in a hybrid environment, you’ll communicate clearly, document outcomes, and escalate when needed to ensure compliant, fair and lasting repayment arrangements for our members and communities.