The Company
Our client is a well-established asset finance company specialising in lending solutions across Australia. They provide flexible financing options to businesses and individuals, helping them acquire essential automotive financing. With a strong commitment to responsible lending practices, they pride themselves on building long-term relationships with their customers and supporting them through both growth and challenging periods. Their Sydney CBD office houses a dynamic team focused on delivering exceptional customer outcomes while maintaining the highest standards of regulatory compliance and industry best practice.
The Job
As their Hardship Officer, you will be the cornerstone of their customer support framework, working directly with individuals experiencing financial difficulties. Reporting through to the Team Leader, you will be responsible for the following duties:
- Conducting comprehensive assessments of hardship applications and determining appropriate assistance measures
- Developing tailored payment arrangements and solutions that balance customer needs with business requirements
- Liaising with internal teams including credit management, legal, and customer service to coordinate support strategies
- Maintaining detailed case notes and ensuring all interactions comply with industry regulations and internal policies
- Providing empathetic customer service while managing sensitive financial conversations
- Monitoring and reviewing ongoing hardship arrangements to ensure their continued suitability
- Contributing to policy development and continuous improvement initiatives
- Preparing reports and maintaining accurate records for audit and compliance purposes
You
To be successful in this role, you must have experience in the following areas and posses the below personal qualities:
- Minimum 2-3 years' experience working as a Hardship Officer within the financial services sector (preferably asset finance)
- Strong understanding of responsible lending practices and hardship regulations as well as privacy legislations & complaint handling procedures.
- Excellent written and verbal communication skills with the ability to handle sensitive conversations.
- Demonstrated problem-solving abilities and sound judgment in complex situations.
How to Apply
This is an exciting Hardship Officer role with a leading asset finance company - make every conversation count! To apply for this position, please submit your resume or call Sarah Bolster on 02 9002 5001 for a confidential discussion.
