Hardship Officer
Launch Recruitment Pty Ltd
Full-Time
Apply Now
Salary on offer $85,000 - $90,000 + super and 10% bonus
Offices are close to public transport
Hybrid Role (work from home 2 days per week) - Macquarie Park
Salary on offer $85,000 - $90,000 + super and 10% bonus
Offices are close to public transport
Hybrid Role (work from home 2 days per week) - Macquarie Park
Purpose of the role:
The primary purpose of the Hardship Officer is to manage and respond to vulnerable customers who may be experiencing financial hardship.
Key Responsibilities:
Knowledge, Qualifications, Experience, Skills
The primary purpose of the Hardship Officer is to manage and respond to vulnerable customers who may be experiencing financial hardship.
Key Responsibilities:
- The ability to assess a customer situation by using the Hardship Statement of Financial Position form.
- Reviewing the customer’s financial situation as well as the contract conduct and being able to decide on best solution.
- Effective us of probing questions to gain a thorough understanding of the customer’s situation.
- Using sophisticated communication skills to interrogate customers in a humane manner to elicit information from customers who may be in distress.
- Ensure trust through empathic and respectful language.
- Deal with complex customer cases and resolve their situation through the use of innovative and lateral thinking.
- Remain in contact with the customer and follow up on their application or any other information needed.
- Understand and adhere to the debt collections guidelines as well as the National Credit Code section 72 for hardship.
Knowledge, Qualifications, Experience, Skills
- 2 + years in financial hardship or Credit Analyst position, ideally with exposure to working in a Responsible Lending environment.
- Strong and empathetic customer-focused approach to handling issues, with a passion for providing the best solution to the customer.
- Sound understanding of the National Credit Code section 72 for hardship.
- Well-developed negotiation and problem-solving skills with the ability to recommend process improvements and innovative solutions.
- Strong organisation and exceptional interpersonal