Hardship Officer
- Assess and manage customer hardship applications from initial enquiry through to resolution, recommending appropriate financial assistance.
- Communicate empathetically with customers across phone, email and internal referrals, including those experiencing vulnerability.
- Maintain accurate audit-ready records and ensure decisions comply with hardship regulations, internal policies and escalation requirements.
Hardship Officer
October 29, 2026 Banking & Finance Sydney
- Attractive salary package + hybrid working options
- Supportive leader with career growth opportunities
- Utilise previous hardship experience
This employer is one of Australia and New Zealand’s premier non-bank lenders, with an award-rich history in the mortgage and asset finance sector. It offers a wide range of products, including flexible home loan options, to a diverse clientele. You will enjoy a supportive, purposeful culture, a convenient office location and career development opportunities.
About the Role
In this role you’ll support customers experiencing financial hardship, making sure they get fair, timely and appropriate help. You’ll work in a dedicated customer assistance team that is independent from collections, which keeps outcomes fair, unbiased and centred on the customer.
This is an excellent opportunity for someone who thrives in a fast-paced environment and is passionate about delivering empathetic, compliant and high-quality customer support.
Key Responsibilities
- Manage financial hardship applications end-to-end, including assessment, decision-making and customer communication
- Triage hardship and financial assistance enquiries across multiple channels, including phone, email and internal referrals
- Assess customers’ financial positions and recommend suitable assistance options, such as payment arrangements, deferrals and loan variations
- Identify and respond appropriately to signs of customer vulnerability
- Keep accurate, audit-ready records of assessments, decisions and customer contact
- Make sure your work follows hardship regulations and internal policies
- Identify and escalate risks, including potential customer harm, conduct issues or missed timeframes
About the Candidate
The ideal candidate will bring prior experience in financial hardship or financial assistance within financial services. You’ll understand hardship frameworks, customer vulnerability and the regulations that apply, such as the National Credit Code. You will be a confident communicator who can handle sensitive and complex conversations with empathy and professionalism. A high level of attention to detail is essential, along with the ability to keep accurate, audit-ready documentation. You will show sound judgement and make fair, balanced and independent decisions, while staying resilient in emotionally challenging situations. A strong sense of accountability and the ability to own each case from start to resolution will be key to your success in this role.
Key Benefits
You will receive a comprehensive range of employee benefits. You’ll work with an inspirational manager who will foster and support your career growth, in a central location with modern office facilities and a welcoming team.
For a confidential discussion about this role, please call Patrick Fisher on 0435 748546.
For more information please contact: pfisher@oxygenrecruitment.com.au
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