Are you a compassionate and solutions focused professional with experience in financial hardship and collections? Join a dynamic team where you can make a real difference by helping customers navigate financial challenges with empathy and expertise. As a Financial Assistance Officer, you’ll play a crucial role in assisting customers experiencing financial difficulties. You’ll work closely with individuals to understand their circumstances, provide tailored solutions, and guide them toward financial stability. This role is ideal for someone with a strong customer centric approach who thrives in a supportive and fast paced environment. In this role, you’ll work across the full spectrum of financial assistance, including e nd to end hardship support, l ate-stage collections (90 days), vulnerable customer management, insolvency processes and recovery strategy execution. You’ll proactively engage with customers via inbound and outbound calls, SMS and email, negotiating fair and compliant solutions that balance customer needs with commercial outcomes. INCLUDED IN WHAT YOU'LL DO: Contact customers in arrears through phone, text and email Support customers experiencing financial hardship in line with relevant legislation and internal guidelines Negotiate fair, sustainable and compliant payment arrangements Provide tailored support throughout the customer’s arrears journey Secure recoveries on allocated accounts with a strategic, commercially minded approach Coordinate default and legal notices where required Liaise daily with third party vendors and mercantile agencies Ensure all collections activity complies with policies, NCCP and regulatory requirements Consistently meet and exceed performance KPIs WHAT YOU HAVE: Experience in collections, hardship or financial assistance within financial services Exposure to late stage arrears (90 days highly regarded) Strong negotiation and dispute resolution skills Excellent written and verbal communication Solid understanding of relevant legislation including: National Consumer Credit Protection Act (NCCP) Australian Privacy Principles Debt collection guidelines The ability to thrive in a fast-paced, high-performance environment You’re solutions-focused, resilient and empathetic. You know how to handle difficult conversations with professionalism and care, and you enjoy finding practical pathways forward for customers. WHAT'S IN IT FOR YOU? Excellent company benefits Hybrid work flexibility – enjoy a mix of office and remote work A supportive and collaborative team that values your contributions Opportunities for growth and career development If you’re passionate about making a difference and have the skills to support customers through challenging times, we’d love to hear from you! APPLY NOW! Frankie
