Financial Hardship Officer

This role offers the ultimate opportunity to leverage your financial hardship expertise within a supportive team environment. With a minimum of three years in collections or hardship, and Tier 2 accreditation, you'll be perfectly positioned to make a real difference. Your compassion will shine through as you help clients navigate their financial challenges, making a tangible impact on their lives. Plus, the in-office setting fosters close collaboration with your team of four, ensuring a cohesive and supportive work culture.

Reporting to the Supervisor for Credit control you will be joining a team with long term stability and positive environment to uplift the team with the impact calls that are made on a daily basis.

Key responsibilities

• Provides excellent member service at all times, promoting Teachers Mutual Bank as a caring financial institution
• Responds to member enquiries who are suffering or potentially suffering from any type of hardship issues and facilitates hardship applications quickly and accurately
• Assesses applications and makes recommendations to the Supervisor - Credit Control and /or Head of Customer Engagement
• Adjusts member’s loan repayment frequency as required & recalculates new repayment accordingly within role delegation
• Actions Delinquent and overdrawn accounts via Debt Management Collection system
• Initiates and issues Default Letters as required
• Follows up and makes arrangements to ensure the prompt payment of overdue accounts
• Develops procedures and policies for Credit Control and Financial Hardship
• Completes administrative tasks as required as part of BAU activities
• Complies to all regulations, policies and procedures
• Conducts statistical analysis and reports on Hardship bad debts, recovery rates, bankruptcies and delinquencies

About you

• Good communication and listening skills
• The ability to empathise with members during hardship

Qualifications

• Minimum 3 years Collections/Financial Hardship experience
• FSR Tier 2 Accreditation
• Working knowledge of the Consumer Credit Code, Credit Reporting Code and Privacy Act
• The ability to empathise with members during hardship

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.

We are proud to serve some of Australia’s essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named one of the World’s Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation’s values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.

We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn!

How to apply

Please click the APPLY button and follow the prompts.

For a confidential conversation, please contact ***email_hidden***

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.