Customer Hardship Analyst - 6-Month Contract Sydney CBD | Financial Services | Commencing January 2026 Contract Details Start date: January 2026 Duration: 6 months Location: Sydney CBD - on-site 5 days per week Hours: Full-time, Monday to Friday We're seeking empathetic and detail-oriented Customer Hardship Analysts to join our client's team on an initial 6-month contract, supporting customers experiencing financial vulnerability. This role plays a key part in ensuring customers receive fair, compassionate, and compliant support when facing financial hardship. Key Responsibilities Manage inbound and outbound customer calls with care, professionalism, and discretion Assess customer hardship situations, ensuring decisions are made in line with company policies and regulatory obligations Maintain accurate and confidential customer records in internal systems Provide clear, empathetic communication to customers regarding their options and next steps Collaborate with internal teams (credit, collections, compliance, and customer service) to deliver holistic support solutions Contribute to continuous improvement initiatives to enhance the hardship process and customer experience Ideal Experience Prior experience in a customer-centric role (inbound and outbound calls) within financial services, banking, or insurance Proven ability to handle sensitive and confidential information with empathy and professionalism Understanding of hardship, collections, or regulatory environments (e.g. ASIC, AFCA, or relevant financial conduct frameworks) Strong verbal and written communication skills, with the ability to navigate difficult conversations calmly and supportively Demonstrated ability to work efficiently in a fast-paced, high-volume environment while maintaining attention to detail Why Join Opportunity to make a meaningful difference in customers' lives Work with a supportive, values-driven team in a respected financial services organisation Gain experience in a critical compliance and customer operations function
