Member Support Advocate – Financial Hardship

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

Benefits offered by this job

3 paid work-life balance days

Paid community volunteer days

Employee discounts

Flexible working environment

Career development opportunities

Job summary

Beyond Bank Australia is seeking a dedicated Member Support Officer to assist members experiencing financial difficulty. You will manage hardship cases, assess needs, and develop sustainable repayment plans while ensuring compliant outcomes and compassionate service.

Join a 100% member‑owned, certified B Corp bank that values community impact and ethical banking. The role offers hybrid work arrangements and a supportive environment focused on wellbeing and financial resilience.

Qualifications

• Experience in financial hardship and financial assistance, preferably within a banking or financial services environment.
• Ability to assess customer circumstances and identify practical, sustainable support solutions.
• Strong communication and active listening skills, with the confidence to navigate sensitive conversations.
• An understanding of vulnerable customer considerations and a genuine commitment to supporting positive customer outcomes.
• Strong organisational skills, attention to detail and the ability to manage competing priorities.
• A collaborative mindset and a commitment to delivering fair, consistent and compliant outcomes.

Responsibilities

• Manage a portfolio of hardship cases, providing support and guidance to members experiencing financial difficulty.
• Conduct meaningful conversations to understand members' circumstances and identify appropriate assistance options.
• Assess financial information and hardship requests to determine suitable support arrangements.
• Work collaboratively with members to develop sustainable repayment solutions that support long‑term financial wellbeing.
• Recognise and appropriately manage vulnerable customer situations, including escalating complex or sensitive matters when required.
• Maintain ongoing communication with members throughout the hardship process, ensuring transparency and positive member experiences.
• Accurately document outcomes and ensure all activities meet regulatory and compliance requirements.
• Support early‑stage collections activities where appropriate, helping members access assistance before financial challenges escalated.

Job description

Beyond Bank Australia is seeking a dedicated Member Support Officer to assist members experiencing financial difficulty. You will manage hardship cases, assess needs, and develop sustainable repayment plans while ensuring compliant outcomes and compassionate service.

Join a 100% member‑owned, certified B Corp bank that values community impact and ethical banking. The role offers hybrid work arrangements and a supportive environment focused on wellbeing and financial resilience.