Member Support Specialist — Financial Hardship & Wellbeing

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

Benefits offered by this job

Hybrid work arrangements

Volunteer days

Employee discounts

Health & wellbeing initiatives

Career development opportunities

Job summary

Beyond Bank is seeking a Member Support Officer in Australia to assist members experiencing financial difficulty with empathetic, practical hardship solutions. You will assess circumstances, provide tailored options, and document outcomes in alignment with regulatory requirements.

Join Beyond Bank's Member Support team to help members regain financial stability, work collaboratively with the team, and deliver positive wellbeing outcomes for our members and communities.

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.
• 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.

Skills

Empathy

Active listening

Strong communication

Attention to detail

Time management

Collaborative mindset

Regulatory awareness

Job description

Beyond Bank is seeking a Member Support Officer in Australia to assist members experiencing financial difficulty with empathetic, practical hardship solutions. You will assess circumstances, provide tailored options, and document outcomes in alignment with regulatory requirements.

Join Beyond Bank's Member Support team to help members regain financial stability, work collaboratively with the team, and deliver positive wellbeing outcomes for our members and communities.