Mortgage Hardship Solutions Advisor

Bluestone Home Loans; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Bluestone Home Loans in Sydney is seeking a Hardship Officer to help customers navigate temporary financial difficulties and meet mortgage obligations. You will assess financial situations, propose personalised hardship solutions, and coordinate with collections and dispute-resolution teams to ensure fair outcomes.

You will document assessments, stay compliant with NCCP and privacy laws, and maintain clear communication with customers while building trust and delivering supportive, practical

Qualifications

• 2–3 years in hardship assistance, collections, or mortgage loan assessment.
• Strong knowledge of NCCP and privacy laws relevant to financial hardship.
• Experience managing multiple accounts within Australian financial services.
• Familiarity with loan management systems and CRM tools.

Responsibilities

• Assess and understand customers’ financial situations to determine appropriate Financial Hardship Assistance and provide tailored solutions.
• Conduct thorough assessments of customers' financial circumstances, including income, expenses, debts, and assets. Additionally, be proficient in reading financial statements.
• Collaborate with customers to develop personalised hardship solutions such as loan modifications, repayment plans, forbearance agreements, or debt restructuring.
• Ensure compliance with relevant regulatory requirements and internal policies when implementing hardship solutions, maintaining accurate records.
• Maintain open and transparent communication with customers throughout the hardship assistance process, providing updates, guidance, and support.
• Build positive relationships with customers by demonstrating empathy, understanding, and professionalism.
• Work closely with internal departments, including collections, risk management, legal, and customer service teams, to coordinate efforts.
• Stay informed about industry trends, best practices, and emerging technologies related to hardship assistance.
• Provide backup support to the External Dispute Resolution Manager and assist with complex internal dispute resolutions.

Skills

Financial analysis

Empathy

Stakeholder mgmt

Time management

Negotiation

Attention to detail

Regulatory compliance

Tools

CRM tools

Loan management systems

Job description

Bluestone Home Loans in Sydney is seeking a Hardship Officer to help customers navigate temporary financial difficulties and meet mortgage obligations. You will assess financial situations, propose personalised hardship solutions, and coordinate with collections and dispute-resolution teams to ensure fair outcomes.

You will document assessments, stay compliant with NCCP and privacy laws, and maintain clear communication with customers while building trust and delivering supportive, practical