Hardship Officer

Job Description

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Close to public transport | Sydney CBD | Funky Offices | Employer of choice Attractive remuneration package | Full time permanent position | Fun Team Growing Business | Continuous Learning and Study Support | Industry leader Our Client is an established Australian-owned financial services organisation and an Employer of choice.

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Our Client Our Client is an established Australian-owned financial services organisation specialising in debt resolution and customer support, committed to ethical practices, innovation and fostering professional growth within a collaborative team environment.

The Role \n

This position involves assessing and managing customer hardship applications with a focus on fair, compliant and empathetic outcomes in line with regulatory requirements.

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• Negotiate and establish repayment arrangements including payment plans, settlements and temporary relief options
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• Conduct financial assessments reviewing income, expenses and repayment capacity while identifying vulnerable customers
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• Ensure all interactions and records meet ASIC guidelines, NCCP obligations and industry standards using the CRM system
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• Monitor arrangements, follow up with customers and liaise with operations, compliance and management teams
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• Escalate complex matters or complaints and contribute to improving internal hardship policies and procedures
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Requirements \n

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• Minimum 3 years' experience in hardship, collections or credit management
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• Proven background in debt collections with sound understanding of ASIC requirements and NCCP obligations
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• Excellent negotiation, communication and problem-solving skills for handling sensitive conversations
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• High attention to detail, organisational skills and ability to manage high-volume cases
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• Experience with collections or CRM systems and a professional, empathetic, ethical mindset
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Remuneration and Benefits \n

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• Competitive $80k package based on experience
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• Supportive and professional team environment
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• Opportunities for career growth and advancement
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• Ongoing training and professional development
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• Collaborative workplace focused on ethical practices
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• Regular corporate incentives
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