Senior Hardship Officer

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you'll make an impact

AMP Bank Operations is responsible for delivering a client centric service offering that enables the AMP Bank strategy. The team provide mortgage and deposits products processing for AMP Bank, its clients and originators. In addition, is responsible for embedding sound risk management practices such as quality credit decisioning that are aligned with the credit policy of AMP Bank products & services, and for the management of the mortgage portfolio to minimise potential exposure to losses through effective and timely arrears and hardship management.

As a Senior Hardship Officer, you will respond to requests for assistance from clients who are experiencing financial difficulty and are unable to meet the contractual repayments on their AMP Bank Home Loan.

Main focus areas will include but not limited to:

• Receive, review, assess and decision applications for financial hardship assistance, including any supporting documentation.
  
• Assess and understand the client's situation and offer a financial solution (e.g. repayment plans or pauses) appropriate for the client's circumstances balancing the needs and interests of the client and AMP Bank.
  
• Assess and action financial hardship assistance applications within regulatory guidelines, Bank policy and procedure
  
• Discuss complex and sensitive matters with clients or their representative, and negotiate tailored financial solutions over the telephone
  
• Liaise with various internal teams to develop financial assistance options e.g. product switches
  
• Respond to client enquiries and confirm financial hardship assistance solutions in writing
  
• Maintain accurate and update records of client interactions, reasons for financial difficulty, outcomes of assessments and agreed upon hardship solutions
  
• Assist with investigating and resolving client complaints & disputes
  
• Participate in projects and other system/process improvement initiatives as required
  
• Provide reporting and hardship data as required
  
• Assist the team with any escalations
  
• Assist with training and development of the team as required
  
• Support the Team Coordinator and Senior Manager with any ad hoc tasks as needed

What you will bring to the team

Ideally, you will bring the following experiences to this role:

• Minimum 3 years' experience in a high-volume retail consumer credit or collections within Banking & Finance industry with at least 1 year in financial hardship assistance
  
• Residential lending highly preferable
  
• Demonstrated ability to think like an entrepreneur with exceptional problem solving, analytical, solution focused and decision-making abilities
  
• Writes and speaks with ease
  
• Above average influencing and negotiation skills
  
• Self-motivated, outcomes driven, collaborative & relationship builder with the ability to work autonomously (preferred DHA experience)
  
• A client first passion with an empathetic nature whilst maintaining the privacy and confidential nature of a client's circumstances

You'll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

Why we think you'll love working at AMP

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don't procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.