Hardship Officer

As a Hardship Officer, you will provide assistance to customers experiencing financial hardships. You will be responsible for assessing hardship cases, ensuring compliance with policies and regulations, and supporting customers with tailored financial solutions while maintaining accurate records.

Key Responsibilities:

Hardship Management: 

• Ensure accurate and comprehensive records of customer interactions and resolutions are maintained within the Customer Relationship Management system. 
• Prepare accurate documentation and supporting evidence for outcome-based decisions on Hardship and / or complaint matters. 
• Act as the expert on complaints and hardship matters, providing valuable support and advice to operational staff. 
• Ensure all negotiations / discussions / actions are within relevant delegations, acts and guidelines, e.g. Privacy Act, Trade Practices Act, ASIC Guidelines, Banking Code of Conduct, etc.

Compliance:

• Comply with pertinent legislation, including the Discrimination and EEO Policy, as well as the Privacy Act, and recognise the significance of adhering to these regulations.

• Keeping abreast of applicable laws, regulation, industry standards, and regulatory guides (collectively referred to as legislation) relevant to the role.

• Escalate any legislative or regulatory issues and / or concerns to the Customer Care Manager

• Escalate to Customer Care Manager where discounts, interest reductions or debt waivers are requested outside of authorised delegation

• Escalate to Customer Care Manager where matters involve consumer advocate groups, risk of media or regulator involvement or are of a sensitive nature

General: 

• Other tasks as directed within scope of role and responsibility level.

Qualifications:

• 3-5 years within the financial services industry
• 1-3 years experience in managing Complex Customer request
• Previous experience in handling hardship cases and resolving disputes 

Competencies (Knowledge, skills and Behaviours)

• Deep understanding of debt collection regulations, legislation and industry guidelines coupled with a strong knowledge of hardship and dispute resolution practices
• Strong leadership and team management skills
• Exceptional ability to communicate effectively both orally and in writing
• Demonstrates emotional maturity in handling various situations
• Proficient in using CRM software and other tools