Recoveries and Financial Assistance Officer

Regional Australia Bank; Newcastle; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Regional Australia Bank is seeking a compassionate Recoveries & Financial Assistance Officer in Australia. You will manage a portfolio of customers experiencing financial hardship, negotiate repayment arrangements, and guide customers through hardship and recovery processes with empathy and professionalism.

You will collaborate with internal teams, legal representatives and third-party providers to achieve sustainable outcomes while maintaining compliance and confidentiality.

Qualifications

• Experience in a related field such as lending, collections, financial hardship, banking or financial services.

Responsibilities

• Manage non-performing loan accounts.
• Assess and manage customer hardship applications.
• Negotiate repayment arrangements and recovery strategies.
• Monitor arrears portfolios and identify customers needing support.
• Work with customers to understand circumstances and develop sustainable solutions.
• Liaise with legal representatives and external service providers when recovery action is required.
• Provide guidance to branches and lending teams on hardship and recovery matters.
• Maintain compliance with applicable legislation, regulations, policies and procedures.
• Contribute to continuous improvement within the Recoveries & Financial Assistance team.

Skills

Communication skills

Negotiation skills

Empathy

Problem-solving

Job description

Recoveries and Financial Assistance Officer

• Remote arrangements may be considered for the right applicant.
  

At Regional Australia Bank, we're committed to supporting our customers through both the good times and the challenging ones. We are looking for compassionate, resilient and solutions-focused professionals to join our Recoveries & Financial Assistance team and help customers navigate financial difficulties while achieving positive outcomes for both the customer and the Bank.

About the Role

As a Recoveries & Financial Assistance Officer, you'll manage a portfolio of customers experiencing financial hardship or loan repayment difficulties. Your focus will be on helping members in need by working collaboratively with them to understand their circumstances, develop practical solutions, negotiate repayment arrangements, and guide them through hardship and recovery processes. You'll also collaborate with internal stakeholders, legal representatives and third-party providers to achieve sustainable outcomes.

This is a rewarding opportunity for someone who can balance empathy with commercial judgement and enjoys problem-solving and developing practical solutions to help people through complex situations.

What You'll Be Doing

• Managing non-performing loan accounts.
• Assessing and managing customer hardship applications.
• Negotiating repayment arrangements and recovery strategies.
• Monitoring arrears portfolios and identifying customers requiring additional support.
• Working with customers to understand their circumstances and develop sustainable solutions.
• Managing debt recovery processes and Liaising with legal representatives and external service providers when recovery action is required.
• Providing guidance and support to branches and lending teams on hardship and recovery matters.
• Maintaining compliance with applicable legislation, regulations, policies and procedures.
• Contributing to continuous improvement initiatives within the Recoveries & Financial Assistance team.
• Ensuring high levels of accuracy, confidentiality and professionalism in all aspects of the role.

About You

To be successful in this role, you'll be someone who enjoys working with people, can confidently navigate sensitive conversations, and has the ability to make sound decisions in complex situations

• Experience in a related field which may include areas such as lending, collections, financial hardship, banking and/or financial services.
• Strong communication and negotiation skills, with the ability to build rapport and manage sensitive conversations.
• A genuine customer-focused approach with high levels of empathy, professionalism and respect.
• Sound problem-solving and analytical skills with the ability to assess individual circumstances and recommend practical solutions.
• An understanding of debt recovery legislation and regulatory requirements.
• Strong stakeholder management skills and the ability to work collaboratively across teams.
• Excellent organisational skills, attention to detail and ability to manage competing priorities.
• A commitment to confidentiality, compliance and quality outcomes.

Why Join Regional Australia Bank?

At Regional Australia Bank, we're proud of our values-based culture and our commitment to supporting our employees, members and communities. You'll be joining a collaborative team where your work makes a genuine difference to customers facing challenging circumstances.

We offer:

• A supportive and inclusive team environment.
• Opportunities for learning, development and career growth.
• The chance to make a meaningful impact on customer outcomes.
• Employee benefits designed to support your wellbeing and work-life balance.