Hardship Officer

Job Title: Hardship Officer
Contract Type: Permanent
Location: Brisbane
Reference: 10568083
Job Published: January 20, 2021 13:45

Job Description

Troocoo are proud to be partnering with an innovative and customer centric financial services organisation. This organisation is a leader within their field and have achieved success due to their people focused approach and ethical and compliant practices. As my client embarks on their next exciting growth phase we are looking for a Hardship Officer to continue to provide exceptional support and service to their customers.

The role of Hardship Officer is a critical position within the organisation and will focus on providing solutions and support for customers experiencing financial difficulty. You will work closely with other business units to ensure best practice is maintained at all times and identify opportunities for process improvement. Key responsibilities of the role will include:
  • Completing hardship assessments and providing quality solutions over the phone
  • Maintaining frequent contact with customers, ensuring they are kept informed throughout the process
  • Providing excellent customer service through all communication channels available to customers
  • Discussing complex and sensitive matters with customers experiencing financial hardship
  • Obtaining and reviewing supporting documentation as required.
  • Maintaining application volumes, ensuring all regulatory and business service level requirements are met
  • Ensuring all customer contact information and the hardship process complies with legal and regulatory requirements
  • Ensure all work is completed to a high standard
  • Working collaboratively with key stakeholders to ensure applications are assessed in accordance with the Financial Hardship Policy
This position is best suited to an experienced Hardship Officer that is people focused and commercially minded. You will have a strong understanding and respect for privacy, confidentiality and data security, as well as sophisticated communication skills.

You will pride yourself on your exceptional decision making skills and your high level of emotional sensitivity. This position allows you to work within a high performing, team orientated, inclusive environment that celebrates success and encourages collaboration and openness. This position will offer growth opportunities as the business expands to employees that are high performers and strong contributors to the team.
Employee Perks:
  • Annual salary reviews 
  • Regular Monday breakfast provided 
  • Above market salary rate for the right experience
  • Office Fruit Basket
  • An opportunity to have a constructive impact in an aggressively growing company
  • Monthly rewards and recognition
  • Convenient CBD location with modern office
  • Flexible working arrangements
  • Employee Assistance Program 
  • End of Trip Facilities 
For more information, please email Kate Russell at Troocoo,

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