About BC Invest

BC Invest is a fast-growing diversified financial services group and non-bank mortgage lender, offering a combination of personal and financial services, including mortgage lending and asset management services. Current assets under management (AUM) exceed A$7.0 billion.

Position Overview

We are seeking an experienced customer focused Hardship Officer who will be responsible for assisting customers experiencing financial difficulties. You'll take the lead in managing all Hardship activities from start to finish, ensuring we meet and exceed our service standards. Collaborating with senior management, you'll drive continuous improvement and enhance stakeholder satisfaction.

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

Take on new challenges and responsibilities, including support to the Collections Team as required.

Ideally, we are looking for someone with: -

Outstanding communication skills – both written and verbal

Extensive experience in Credit/Collections or financial counselling, ideally within the mortgage industry

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

Why Join Us?

Reward and recognition: Competitive salary and discretionary bonus opportunities

Dynamic Culture: Join a vibrant and inclusive and rapidly growing workplace where innovation and collaboration thrive

Career Growth: Enjoy opportunities for continuous professional development and career advancement

Supportive Team: Work with passionate colleagues who are committed to our mission and values

Flexibility: Opportunity for Hybrid work arrangements and role can be based in Sydney or Melbourne

If you enjoy challenging work where you are the decision maker with the right balance of empathy and critical thinking and want to part of a friendly team, this role is for you.

Apply today and join our team of dedicated professionals!