This employer is one of Australia and New Zealand’s premier non-bank lenders with an award rich history within the mortgage and asset finance sector. Offering a wide range of products including flexible home loan options, to diverse clientele. You will enjoy a supportive, purposeful culture, with a convenient office location and career development opportunities. About the Role This role is responsible for supporting customers experiencing financial hardship while managing Internal Dispute Resolution (IDR) complaints in line with regulatory requirements. You will operate within a dedicated customer assistance function that is independent from collections, ensuring fair, unbiased and customer-centric outcomes. 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 enquiries across multiple channels including phone, email and internal referrals Identify and appropriately respond to customer vulnerability indicators Administer Internal Dispute Resolution (IDR) complaints in accordance with regulatory frameworks Coordinate complaint handling, including acknowledgements, investigations and draft responses Ensure adherence to regulatory obligations 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 hardship, complaints, or collections within financial services, with a strong understanding of hardship frameworks, customer vulnerability, and dispute resolution requirements such as RG271. You will be a confident communicator with the ability to manage sensitive and complex conversations with empathy and professionalism. A high level of attention to detail is essential, along with the ability to maintain accurate, audit-ready documentation. You will demonstrate sound judgement and the ability to make fair, balanced and independent decisions, while remaining resilient when managing emotionally challenging situations. A strong sense of accountability and the ability to take ownership of cases from commencement through to resolution will be key to your success in this role. Key Benefits You will receive a comprehensive range of employee benefits. This role works with an inspirational manager, who will foster and support your career growth. Central location with modern office facilities and welcoming team. For a confidential discussion about this role, please call Patrick Fisher on 0435 748546
