This is well-established non-bank lender within the Australian financial services sector, is recognised for its customer-first approach and strong commitment to responsible lending. The business has well-defined hardship and compliance frameworks and places genuine importance on fair, empathetic customer outcomes. Teams operate in a supportive and collaborative environment, with a focus on quality conversations, clear processes, and doing the right thing by customers.
With ongoing growth and a stable operating environment, the organisation offers structured training, supportive leadership, and the opportunity to build a long-term career within financial services.
The Job
Reporting to the Head of Collections, you will play a key role in supporting customers experiencing financial hardship. Your focus will be on engaging with customers, assessing hardship requests, and working through solutions in line with policy and regulatory requirements. You will be responsible for the following duties:
- Making outbound calls to customers to discuss hardship circumstances and available support options
- Reviewing hardship applications and following up on requests for additional information
- Accurately recording notes and updates across internal systems
- Managing customer correspondence via phone and email
- Working closely with internal stakeholders to ensure timely and compliant outcomes
- Learning and navigating multiple systems efficiently
You
To be successful in this role, you will have experience in the following areas and possess the below personal qualities:
- Minimum 2-3 years experience in a dedicated Hardship role within financial services
- Strong communication skills and a calm, empathetic approach
- Confidence handling outbound customer calls
- The ability to quickly learn new systems and processes
- Strong attention to detail and accurate record-keeping skills
- A professional, team-focused attitude
How to Apply
If you’re passionate about supporting customers through challenging situations and are looking for a role where your empathy and communication skills make a real difference, we’d love to hear from you. For a confidential discussion, contact Sarah Bolster on 02 9002 5001.
