Hardship Officer
Finance One
Date: 1 week ago
City: Townsville, Queensland
Contract type: Full time
About Us
As a non-bank lender, our mission is simple: empower Australians with access to the financing they need to live their best lives. We’re customer-focused, financially strong, and proud to be recognised as a lender of choice.
About The Role
Are you looking for a career that combines purpose, growth, and impact?
As a Hardship Officer assigned to the Townsville Office, you will work alongside the Team Leader/Manager and be a part of a vibrant, supportive team that is committed to helping people in difficult situations. Supporting the Team Leader/Manager this is more than just a job; it's a chance to hone your skills in a dynamic environment and make a positive impact.
Key Responsibilities
At our core, we’re about celebrating success and valuing every individual. Here’s what you’ll enjoy:
If you’re looking for a role where you can apply your technical and analytical strengths while making a meaningful impact, we’d love to hear from you. Apply now with your CV via Seek.
Please note: All successful candidates will be required to complete a National Police Check and any relevant industry checks.
As a non-bank lender, our mission is simple: empower Australians with access to the financing they need to live their best lives. We’re customer-focused, financially strong, and proud to be recognised as a lender of choice.
About The Role
Are you looking for a career that combines purpose, growth, and impact?
As a Hardship Officer assigned to the Townsville Office, you will work alongside the Team Leader/Manager and be a part of a vibrant, supportive team that is committed to helping people in difficult situations. Supporting the Team Leader/Manager this is more than just a job; it's a chance to hone your skills in a dynamic environment and make a positive impact.
Key Responsibilities
- Achieving monthly targets and KPIs pertaining to accounts worked, customer outcomes and regulatory compliance.
- Develop, negotiate, and implement sustainable repayment arrangements tailored to individual circumstances.
- Discussing and reporting/escalating calls as required to the Team Leader/Team Manager.
- Ensure all actions comply with relevant regulatory requirements and internal policies.
- Accurately document all customer interactions, agreements, and follow-ups in internal systems.
- Liaise with collections, legal, and customer experience teams to ensure seamless support and resolution.
- Additional duties - perform additional related duties as required.
- Experience in hardship or customer service, ideally in auto and personal lending.
- Demonstrated the ability to effectively & professionally communicate with customers both verbally and in writing.
- Knowledge and experience with Hardship specific regulatory requirements under the NCCP and Privacy Act.
- Ability to complete duties without supervision.
- Be proactive with new ideas that would benefit the business
- Ability to prioritise work and management of your own portfolio where applicable.
- Empathetic and customer-focused, with the ability to have difficult conversations in a respectful and solution-oriented way.
- Strong organisational and problem-solving skills.
- Resilient under pressure and comfortable managing a case load of complex customer scenarios.
At our core, we’re about celebrating success and valuing every individual. Here’s what you’ll enjoy:
- Competitive salary (based on experience)
- Hybrid / WFH model
- Exclusive employee investment opportunities
- Employee Assistance Program (EAP)
- Subsidised gym membership
- Discounted private health insurance
- Access to our learning & development platform
- Ongoing professional development opportunities
- Opportunity to travel (we have offices in Brisbane & Gold Coast!)
- Regular team lunches, staff events, and an inclusive work culture
If you’re looking for a role where you can apply your technical and analytical strengths while making a meaningful impact, we’d love to hear from you. Apply now with your CV via Seek.
Please note: All successful candidates will be required to complete a National Police Check and any relevant industry checks.
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