Hardship Officer
lotuspeople.com.au ·www.lotuspeople.com.au
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ABOUT THE COMPANY
Lotus People are thrilled to be partnering with a well-established and highly regarded financial services organisation. They're known for their customer-first approach and commitment to responsible lending. With a strong reputation in the market, they provide a supportive, professional environment where employees are empowered to make meaningful decisions, collaborate across teams and help customers achieve better outcomes during challenging times.
ABOUT THE ROLE
This is a key opportunity for an experienced Hardship Officer to support customers through the hardship assistance program. You will assess applications, review financial information and implement tailored repayment arrangements that balance customer needs with business outcomes. Working closely with internal stakeholders, borrowers and external partners, you’ll play an essential role in risk identification, service excellence and customer support.
DUTIES
Lotus People are thrilled to be partnering with a well-established and highly regarded financial services organisation. They're known for their customer-first approach and commitment to responsible lending. With a strong reputation in the market, they provide a supportive, professional environment where employees are empowered to make meaningful decisions, collaborate across teams and help customers achieve better outcomes during challenging times.
ABOUT THE ROLE
This is a key opportunity for an experienced Hardship Officer to support customers through the hardship assistance program. You will assess applications, review financial information and implement tailored repayment arrangements that balance customer needs with business outcomes. Working closely with internal stakeholders, borrowers and external partners, you’ll play an essential role in risk identification, service excellence and customer support.
DUTIES
- Assess hardship applications in line with regulatory and internal guidelines
- Create and implement temporary repayment and hardship arrangements
- Manage customers through the full hardship lifecycle (pre and post exit)
- Liaise directly with borrowers, solicitors, valuers and internal teams
- Identify accounts posing financial or reputational risk and escalate as required
- Maintain assessments within required service level agreements (SLAs)
- Recommend enforcement or recovery actions when necessary
- Support team workflow allocation and provide guidance to team members
- 3–5 years’ experience in Collections or Hardship roles
- At least 2 years’ experience in mortgage collections/hardship
- Strong understanding of consumer credit legislation and privacy obligations
- Experience assessing borrower financial positions and supporting documentation
- Knowledge of legal processes, notices and mortgage security enforcement
- Excellent communication, negotiation and relationship management skills
- Empathetic, customer-focused approach with strong decision-making ability
- Tertiary qualification in finance or related discipline (desirable)
- Career development opportunities within a growing organisation
- Supportive leadership and collaborative team culture
- Meaningful work helping customers through financial hardship
- Exposure to complex mortgage and hardship decision-making
Frequently asked questions
Who is hiring for the Hardship Officer role?
lotuspeople.com.au is hiring for the Hardship Officer position, a Shazamme client. Apply directly on the employer's career site.
Where is the Hardship Officer job located?
The Hardship Officer role with lotuspeople.com.au is based in Sydney, NSW, AU.
What does the Hardship Officer role pay?
lotuspeople.com.au lists the Hardship Officer role at AUD 85,000–90,000 per year.
Is the Hardship Officer role full-time or contract?
This is a full time position at lotuspeople.com.au.
What experience level is the Hardship Officer role?
The Hardship Officer position is aimed at mid-level candidates.
How do I apply for the Hardship Officer role at lotuspeople.com.au?
Apply directly on lotuspeople.com.au's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.