Overview
A leading Finance provider is seeking an experienced Financial Hardship Officer to join their growing team. The role is crucial in providing empathetic and effective assistance to vulnerable customers experiencing financial or personal hardship.
Location: Brisbane, Queensland, Australia. Salary range: A$80,000.00/yr - A$95,000.00/yr (base pay range provided by KBH Solutions Pty Ltd). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Key Responsibilities
* Handle customer enquiries regarding payment arrangements and flexible payment plan applications.
* Conduct hardship and collections phone calls to manage arrears accounts and resolve them promptly.
* Prepare customer communications and maintain reporting registers with a focus on achieving collections targets.
* Escalate adverse trends to the Collections Manager as necessary.
* Maintain the Hardship Register and ASIC reporting obligations.
* Foster a customer-centric and supportive team culture.
* Resolve escalated customer disputes, complaints, or objections.
* Ensure adherence to internal procedures and external regulatory requirements.
* Stay updated on relevant legislation, regulation, and company policy.
* Perform additional duties as directed by the Collections Manager.
* Strong commitment to professional customer service delivery.
* Clear and effective communicator, both written and verbal, at all levels.
* Solid understanding of the home loans market.
* Proven knowledge of collections, general lending, and financial products.
* Awareness of legislation affecting collections and hardship management.
* High attention to detail and accuracy in records and communication.
* Strong negotiation skills that maintain positive customer relationships.
* Excellent time management and self-motivation to meet deadlines.
* Team player with the ability to share knowledge and contribute to team success.
Required Experience / Qualifications
* 5+ years of experience in Mortgage and/or Auto Collections (preferably within a Bank or Financial Institution).
* Demonstrated experience in late-stage collections and litigation handling .
* Proven ability to manage hardship cases with a focus on both recovery and customer experience.
* Experience building relationships and strategies aimed at exceeding expectations.
* Relevant industry qualifications are highly regarded.
* Specific experience in secured recoveries is desirable.
What's on Offer
* Join a respected financial institution with a reputation for customer service excellence.
* Hybrid working model : After training, work from home up to 3 days per week .
* Supportive and collaborative team environment.
How to Apply
Apply now or contact Vanessa at for a confidential discussion.
Job Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Finance
* Industry: Banking and Financial Services
Salary and location details: Brisbane, Queensland, Australia — A$75,000.00-A$90,000.00 (contextual listing).
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