Hardship Officer

The Company…..

This is a well-established receivables management business with a strong presence across Australia, supporting a range of financial services and commercial clients. Their Queensland operation plays a key role in delivering end-to-end collections and customer engagement solutions, with a particular focus on compliant, customer-first outcomes.

The business operates in a structured and performance-driven environment, with clearly defined processes, strong compliance frameworks, and a genuine emphasis on doing the right thing by customers. Teams are supported by experienced leadership, ongoing training, and well-developed systems, allowing staff to perform at a high level while maintaining quality conversations.

With continued growth across their operations, the organisation offers stability, career progression, and the opportunity to develop within a professional and collaborative team environment.


The Job…..

Reporting through to the Hardship Manager, you will be responsible for the following duties:  

• Managing inbound and outbound contact with customers experiencing financial hardship, discussing their circumstances and available support options
• Assessing hardship applications in line with internal policy, NCCP obligations, and regulatory requirements
• Reviewing financial information and supporting documentation to determine appropriate and sustainable solutions
• Negotiating and implementing repayment arrangements, variations, or temporary relief options
• Maintaining accurate and detailed records of all customer interactions and outcomes within internal systems
• Working closely with internal stakeholders and escalating complex cases where required, ensuring compliance at all times

You…..

To be successful in this opportunity, you must have experience in the following areas & possess the below personal qualities:  

• Minimum 12 months experience working in a Hardship role within financial services
• Strong understanding of NCCP obligations and hardship frameworks
• Proven ability to assess financial situations and negotiate suitable customer outcomes
• Excellent communication skills, with the ability to handle sensitive conversations with empathy and professionalism
• High attention to detail and the ability to manage accurate, compliant case notes
• Strong time management skills with the ability to manage a high-volume workload
• A team-focused approach, with the ability to work collaboratively across collections, compliance, and operations teams

How to apply…..

If this sounds like the right next step in your career, we’d love to hear from you. Please apply via the link below or send your resume directly to sbolster@sbrecruitment.com 
  
For a confidential discussion about the role and broader market opportunities, feel free to call Sarah on 0452 618 025.
  
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