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 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 SKILLS & EXPERIENCE 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) BENEFITS 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 OUR RECRUITMENT PROCESS At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process. Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role. Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering. Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.
