Hardship Officer
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Whats in it for you;
- Vibrant Workplace:Be part of a fun supportive and inclusive team environment where culture matters.
- Wellbeing First:Enjoy perks like employee discounts health and wellness initiatives 24/7 EAP support and discounted health insurance.
- Recharge & Celebrate:Take an annual Unplugged Day to reset and swap cultural holidays to celebrate the days that mean the most to you.
- Career Builder:Unlock opportunities to progress into support leadership or other roles that align with your career goals.
As a Hardship Officer you will support customers facing financial difficulty by assessing their circumstances collaborating with Financial Counsellors and providing tailored relief solutions through hardship applications. You will demonstrate empathy clear communication and a strong understanding of financial hardship policies and procedures to ensure customers are treated with dignity and fairness.
In this role you will:
- Conduct Inbound and Outbound Customer Engagements - Initiate and respond to customer calls to assess financial circumstances identify indicators of financial hardship and establish appropriate support pathways in line with company policies and regulatory obligations.
- Coordinate Internal Referrals - Seamlessly transfer calls to relevant departments or team members when specialised assistance is required ensuring a smooth and efficient customer experience.
- Assess and Process Hardship Applications - Review and process hardship applications where appropriate applying sound judgment and empathy while adhering to internal guidelines and compliance standards.
- Maintain Accurate and Timely Records - Update customer accounts with detailed notes from all interactions ensuring transparency continuity of care and compliance with data management protocols.
What youll bring:
- Understanding of the Collections Process - A solid grasp of collections procedures including account recovery strategies and the role of hardshipsupport within the broader collections framework.
- Customer-Centric Mindset - Ability to actively listen and assess each customers unique financial situation with empathy and professionalism ensuring tailored support and respectful engagement.
- Commitment to Continuous Learning - A proactive approach to personal and professional development with a willingness to learn new systems adapt to policy changes and improve service delivery through ongoing feedback and training.
We are a Circle Back Initiative Employer we commit to respond to every applicant.
About Us;
Recoveriescorp part of Symbos Group has been operating in the contact centre space for over 30 years. Our mission is to help communities build financially sustainable futures through successful and socially responsible credit experiences and were pleased to see our people live this mission everyday!
We understand that in order to achieve our mission we must engage a workforce that represents the diverse communities and customers we support across Australia and New Zealand.
Thats why we are committed to ensuring everyone is treated fairly with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages nationalities abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA community.
Required Experience:
Unclear Seniority
Key Skills
- CCTV
- Federal Agencies
- Customer Service
- Clearance
- Facility
- Suspicious Activity
- Property Damage
- Public Safety
- Daily Operations
- Professional Development
- Access Control
- Communication
- General Public
- Procedures
- Powerpoint
About Company
Recoveriescorp is a contact centre specialising in receivables management solutions and insurance claims recovery services. We provide innovative and tailored end-to-end solutions for our clients.
