Member Support Specialist — Financial Hardship (Hybrid)

Beyond-Bank-Australia; Melbourne; Hybride; AUD 89 000 - 100 000; Plein temps

Avantages offerts par ce poste

Additional 3 paid work-life balance? 3

Paid community volunteer days

Employee discounts

Health and wellbeing initiatives

Résumé du poste

Beyond Bank invites applications for a Member Support Officer in Melbourne. You will support members experiencing financial difficulty with empathetic, practical hardship solutions, balancing wellbeing with responsible banking.

You will manage a portfolio, conduct conversations, assess needs, and develop sustainable repayment options, escalating when necessary. This role emphasizes care, compliance, and positive outcomes for our member-owned bank.

Qualifications

• Demonstrated experience in financial hardship and financial assistance, preferably within a banking or financial services environment.
• The 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.

Responsabilités

• 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.

Connaissances

Financial hardship experience

Assess customer circumstances

Strong communication

Vulnerable customer understanding

Organisational skills

Collaborative mindset

Description du poste

Beyond Bank invites applications for a Member Support Officer in Melbourne. You will support members experiencing financial difficulty with empathetic, practical hardship solutions, balancing wellbeing with responsible banking.

You will manage a portfolio, conduct conversations, assess needs, and develop sustainable repayment options, escalating when necessary. This role emphasizes care, compliance, and positive outcomes for our member-owned bank.