This well established and highly regarded non bank lender in the Australian financial services sector is known for its customer first approach, strong reputation, and unwavering commitment to responsible lending. The organisation maintains robust hardship and compliance frameworks and is dedicated to delivering fair, transparent, and compassionate outcomes for its customers.
Employees enjoy a supportive, collaborative, and values driven culture, where quality customer conversations, clear processes, and ethical decision making sit at the heart of everything they do. The business places genuine importance on doing the right thing and empowering its people to make a meaningful difference in customers' lives.
With continued growth and a stable operating environment, the organisation offers comprehensive training, supportive leadership, and genuine opportunities for long term career development within financial services.
The Job
Reporting to the Collections Team Leader, you will play a key role in supporting customers experiencing financial hardship, engaging with them to assess hardship requests and identify suitable solutions in line with company policy and regulatory requirements.
Key responsibilities include:
- Making outbound calls to discuss customers' financial circumstances and available support options
- Reviewing hardship applications and following up for additional information where required
- Maintaining accurate and detailed customer records across internal systems
- Managing customer enquiries and correspondence via phone and email
- Collaborating with internal stakeholders to ensure timely, compliant, and customer focused outcomes
- Learning and navigating multiple systems efficiently while maintaining a high level of accuracy
You
To succeed in this role, you will bring proven hardship experience within financial services and a genuine passion for helping customers navigate challenging circumstances. You will possess:
- A minimum of two to three years' experience in a dedicated Hardship role within financial services
- Strong communication and interpersonal skills, with a calm and empathetic approach
- Confidence conducting outbound customer conversations and discussing sensitive matters
- The ability to quickly learn and adapt to new systems, processes, and procedures
- Excellent attention to detail and the ability to maintain accurate records
- A professional, positive, and team oriented attitude
- Strong problem solving skills and a customer focused mindset
If you're passionate about supporting customers through difficult situations, and you're looking for a role where your empathy, communication skills, and experience can make a genuine impact, we'd love to hear from you.
For a confidential discussion, please contact Jenny on 02 9002 5005 or email jquigley@sbrecruitment.com.
