Member Support & Hardship Specialist (Hybrid)

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

Benefits offered by this job

Additional paid leave

Volunteer days

Employee discounts

Health and wellbeing initiatives

Flexible working environment

Job summary

Beyond Bank Australia is seeking a Member Support Officer to assist members facing financial hardship with empathetic, practical and tailored solutions. You will manage hardship cases, conduct meaningful conversations, assess needs and develop sustainable repayment options, while ensuring regulatory compliance and clear documentation.

This role focuses on member wellbeing and responsible banking practices. You will join Beyond Bank's Member Support team, helping customers regain financial

Qualifications

• Demonstrated experience in financial hardship and financial assistance.
• Ability to assess customer circumstances and identify practical, sustainable support solutions.
• Strong communication and active listening skills, with the confidence to navigate sensitive conversations.
• 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, 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.

Skills

Financial hardship experience

Assess customer circumstances

Communication skills

Vulnerable customer considerations

Organisational skills

Collaborative mindset

Job description

Beyond Bank Australia is seeking a Member Support Officer to assist members facing financial hardship with empathetic, practical and tailored solutions. You will manage hardship cases, conduct meaningful conversations, assess needs and develop sustainable repayment options, while ensuring regulatory compliance and clear documentation.

This role focuses on member wellbeing and responsible banking practices. You will join Beyond Bank's Member Support team, helping customers regain financial