The Company...
Join an expanding finance organisation that genuinely cares about supporting customers through life's unexpected challenges. As a trusted partner in the automotive and marine finance sectors, every customer is treated with dignity and compassion while providing practical solutions during difficult times. The experienced hardship team are is at the heart helping customers get back on track.
This isn't just another collections role – it's an opportunity to be a financial lifeline for families and individuals facing genuine hardship, while working for a company that values your wellbeing as well as your professional growth.
The Benefits...
- Competitive salary with performance based bonuses recognising your impact
- Flexible hybrid working (2 days office, 3 days home) for optimal work-life balance
- Premium superannuation and comprehensive insurance coverage including TPD protection
- Generous 16 weeks paid parental leave supporting your family priorities
- Wellness initiatives including dedicated wellness days and mental health support
- Significant discounts on car loans and novated leases
- Professional Employee Assistance Program for personal and family suppor
Reporting to the Hardship Team Leader, you'll be empowered to make real decisions that change lives via:
Customer Advocacy & Support:
- Conduct thorough, compassionate assessments of customers' financial hardship applications
- Serve as a trusted advisor, helping customers navigate complex financial challenges with dignity
- Design personalised repayment solutions that provide genuine relief while maintaining financial responsibility
- Build lasting relationships based on empathy, understanding, and practical support
- Craft innovative payment arrangements that work for both customers and business sustainability
- Collaborate seamlessly with collections and customer service teams to ensure holistic support
- Champion customer rights while maintaining regulatory compliance and ethical standards
- Drive process improvements that enhance the customer experience during vulnerable times
- Minimum 2 years in a dedicated financial hardship or customer advocacy role within financial services
- Proven track record of successful customer outcomes in challenging situations
- Genuine empathy and emotional intelligence – you understand that behind every case is a real person facing real challenges
- Exceptional communication skills with ability to explain complex financial concepts clearly and compassionately
- Natural problem solver who thrives on finding creative solutions within regulatory frameworks
- Strong ethical compass with commitment to fairness and customer advocacy
- Resilience and emotional maturity to handle sensitive situations professionally
- Detail oriented approach ensuring accuracy in all customer interactions and documentation
This role offers the rare opportunity to combine meaningful work with excellent career prospects. Join a team where your compassion is valued, your expertise is developed, and your impact is measurable through the lives you help stabilise.
Take the Next Step: For a confidential discussion about this life-changing opportunity, contact Jenny Quigley:
- Email: jquigley@sbrecruitment.com
- Phone: 02 9002 5000
