Purpose of the role:
The primary purpose of the Hardship Officer is to manage and respond to vulnerable customers who may be experiencing financial hardship.

Key Responsibilities:

• The ability to assess a customer situation by using the Hardship Statement of Financial Position form.
• Reviewing the customer’s financial situation as well as the contract conduct and being able to decide on best solution.
• Effective us of probing questions to gain a thorough understanding of the customer’s situation.
• Using sophisticated communication skills to interrogate customers in a humane manner to elicit information from customers who may be in distress.
• Ensure trust through empathic and respectful language.
• Deal with complex customer cases and resolve their situation through the use of innovative and lateral thinking.
• Remain in contact with the customer and follow up on their application or any other information needed.
• Understand and adhere to the debt collections guidelines as well as the National Credit Code section 72 for hardship.

Knowledge, Qualifications, Experience, Skills

• 2 + years in financial hardship or Credit Analyst position, ideally with exposure to working in a Responsible Lending environment.
• Strong and empathetic customer-focused approach to handling issues, with a passion for providing the best solution to the customer.
• Sound understanding of the National Credit Code section 72 for hardship.
• Well-developed negotiation and problem-solving skills with the ability to recommend process improvements and innovative solutions.
• Strong organisation and exceptional interpersonal