Hardship Officer

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.

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

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

The successful candidate will bring proven experience in hardship or collections roles together with strong regulatory knowledge and a customer-focused approach to deliver professional outcomes.

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

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