Our client is an established Leading Australian non-Bank lender that believes in looking after their staff is the key to success! They strongly believe in an inclusive environment, where every employee feels valued and respected.

They are currently looking for an experienced Financial Hardship Specialist to join their Customer Solutions team. As a Financial Hardship Specialist, you’ll play a crucial role in assisting customers experiencing financial difficulties.

Position Overview

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.

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 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