Description About the role- Permanent, Full-time & hybrid role, based out of our Adelaide Head Office At People First Bank, we know that life can take unexpected turns and that unplanned events can happen, and this can lead to our customers struggling to meet their loan or credit card commitments. As the Hardship Officer , your role is to work with our customers experiencing financial hardship and to support them into a position where they regain or again become compliant with their loan obligations. In this crucial role, you will proactively assist our customers in finding the best outcome possible, that works for both the customer and People First Bank. By exception, where a solution cannot be obtained you will support our customers with information and guidance on next steps. In essence, you will be there to support our vulnerable customers in the moments that matter. Your key responsibilities will include: Review and assess requests for hardship assistance- both new and extensions. Interpret and demonstrate an understanding of legislative requirements and operate within required guidelines and People First Bank’s risk appetite. Negotiate arrangements- ensuring the arrangements are meaningful and sustainable taking into account our customers ongoing living expenses. Provide support to customers by finding a solution that meets both the customer needs and business outcome Maximising operational efficiency and focusing on productivity to ensure service level agreements are met Championing continuous improvement opportunities that will enhance our customers` experience About you: You are a self-motivated individual with an innate ability to put yourself in your customers shoes, showing empathy, respect and compassion always. With the ability to listen without bias or judgement you can build a strong level of trust with your customers. Your prior experience in hardship/collections will empower you to tailor solutions to meet customer needs. You are comfortable having challenging conversations as you understand, that by doing this, you will be able to provide the best support and advice for getting customers back on track and contribute to operational efficiency. Previous experience in collections/ hardships for a bank or other consumer lender A sound understanding of retail financial services, such as lending is highly advantageous Ability to manage customer dissatisfaction, providing practical solutions to problems Proven ability to adapt and manage multiple technology platforms Strong written and verbal communications skills Why you’ll love working with us: People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment. You’ll have access to financial and lifestyle benefits to support your success and individuality: Flexibility and hybrid working arrangements. Enhance your salary with discounts on banking, health insurance, and shopping across Australia. Advance your career with training, study support, and project opportunities. Competitive leave benefits that empower employees to take time for themselves and loved ones. Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives. Be recognised for your contributions through our peer-driven recognition program. A bit about People First Bank: In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the next step in your career. Click ' Apply ' now and submit your application, including a cover letter and current resume by EOD Thursday 11 th December 2025 . We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.
