Description About the role: Permanent, full-time At People First Bank, we understand that life doesn’t always go to plan. Unexpected events can affect anyone, and when they do, we’re here to help. As a Senior Customer Assist Officer, you will be the supportive voice and problem-solver for members experiencing financial difficulty with their loans or credit cards. You will work with empathy and understanding to explore options, create realistic solutions, and deliver outcomes that support both our members and the business. In this senior role, you will provide guidance, mentorship, and support to the Customer Assist team, handle complex escalations, and step in for leaders when required. You will oversee reporting, monitor performance and identify trends, while championing continuous improvement opportunities to enhance our service and processes. This is your opportunity to make a meaningful difference while leading by example in a supportive, solutions-focused environment. To learn more about how our team supports financial difficulty, please click here. Your responsibilities will include: Interpret and demonstrate an understanding of legislative requirements and operate within required guidelines and People First Bank’s risk appetite Negotiate payment arrangements, ensuring arrangement is meaningful and sustainable, considering customer(s) ongoing living expenses Effectively explain, process and outcome Hardship applications Support leaders to build capability, competency and confidence in the team through constructive coaching, feedback, support and knowledge management About you: We are seeking an experienced professional with a proven track record in hardship or collections within the retail or financial services industry. You are passionate about delivering customer-first outcomes, using your skills to support members through challenging situations while achieving the right balance between empathy and results. You have a genuine enthusiasm for coaching and developing others—building capability, competency, and confidence within the team. Your personal energy, drive for achievement, and commitment to excellence mean you consistently deliver at a high standard while championing the values that matter most to our members and our business. Location: This role can be worked from our Adelaide, Brisbane or Toowoomba Head Office locations Why you’ll love working with us: People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment. You’ll have access to financial and lifestyle benefits to support your success and individuality: Flexibility and hybrid working arrangements. Enhance your salary with discounts on banking, health insurance, and shopping across Australia. Advance your career with training, study support, and project opportunities. Competitive leave benefits that empower employees to take time for themselves and loved ones. Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives. Be recognised for your contributions through our peer-driven recognition program. A bit about People First Bank: In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by 10am Monday 1 st September 2025. We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.