Mortgage Hardship Specialist — Solutions & Compliance

BlueStone; Sydney; On-site; AUD 70,000 - 110,000; Full time

Job summary

BlueStone seeks a Hardship Officer to assist customers facing short-term financial hardship and help them meet mortgage obligations. The role involves assessing financial situations, developing personalised repayment solutions, updating loan systems, and collaborating with Collections Officers and the Dispute Resolution Manager to ensure fair outcomes.

You will build empathetic relationships, maintain compliant records, and coordinate with risk, legal, and customer service teams while staying

Qualifications

• Minimum 2–3 years of hardship assistance, collections, or mortgage loan assessment.
• Ability to assess complex financial situations and tailor repayment solutions.
• Knowledge of NCCP and privacy laws relevant to financial hardship.
• Experience handling multiple accounts across the Australian region.
• Experience with loan management systems and CRM tools.
• Familiarity with dispute resolution processes (e.g., AFCA) is desirable.

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.
• 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

Verbal and written communication

Analytical thinking

Organization & time management

Empathy and customer focus

Negotiation & conflict resolution

Team collaboration

Tools

CRM tools

Loan management systems

Job description

BlueStone seeks a Hardship Officer to assist customers facing short-term financial hardship and help them meet mortgage obligations. The role involves assessing financial situations, developing personalised repayment solutions, updating loan systems, and collaborating with Collections Officers and the Dispute Resolution Manager to ensure fair outcomes.

You will build empathetic relationships, maintain compliant records, and coordinate with risk, legal, and customer service teams while staying