Our client is an established Leading Australian non-Bank lander that believes in looking after their staff is the key to success! From meditation sessions and fitness challenges to healthy snacks and mental health resources, they are focusing on the importance of a balanced lifestyle.

They are currently looking for an experienced Financial Hardship Officer to join their Sydney based asset finance and mortgage team.

Position Overview

We are seeking an experienced customer focused Hardship Officer who will be responsible for assisting customers experiencing financial difficulties. In this pivotal role, you will have the opportunity to work across financial assistance, collections, hardship applications and identifying and executing strategies for comprehensive financial support. Your portfolio will mostly be consumer accounts but there are some commercial accounts, portfolio wise its about 160 accounts a month and will also include an element of managing external vendors.

Key Responsibilities: -

Assess and decide on financial hardship assistance applications with empathy and precision

Engage with customers on sensitive issues, negotiating personalised financial arrangements

Support the resolution of client complaints and disputes with care and professionalism

Continuously analyse and improve hardship performance to boost service quality and business results

Ideally, we are looking for someone with: -

3-5 years exp handling financial hardship within banking/finance (ideally asset finance/mortgages)

Outstanding communication skills – both written and verbal

Sound understanding of the National Credit Code section 72 for hardship

Deep knowledge of Australian regulatory requirements, particularly NCCP compliance and ASIC/ACCC Collection Guidelines

Proven ability to handle challenging customer situations with empathy and effectiveness

Exceptional negotiation, critical listening, and influencing skills

Self-motivated, able to work independently and meet daily targets and deadlines

Positive ‘Can Do’ Attitude with meticulous attention to detail and excellent time management skills