Hardship Specialist

1 week ago

Sydney, New South Wales, Australia MARS Recruitment Full time

Location: Sydney CBD

This is a great opportunity to join an Australian non-bank lender as a Financial Hardship Specialist within the Mortgage space.

Reporting directly to the Head of Department, the successful candidate will be responsible for offering aid and resolutions to customers encountering challenges in meeting their monthly repayments owing to short-term financial difficulties and reviewing/implementing process improvements.


Role and Responsibilities

You will manage an arrears portfolio by initiating enforcement actions, handling hardship applications, and ensuring timely resolution of arrears and default accounts.

  • Evaluate and comprehend customers' financial circumstances to determine the necessary Financial Hardship Assistance and offer tailored solutions for those facing financial challenges.
  • Conduct comprehensive assessments of customers' financial statuses, taking into account various factors such as income, expenses, debts, assets, and other pertinent details.
  • Collaborate with customers to craft personalized hardship solutions that suit their unique situations, which may include adjusting loans, establishing repayment schedules, arranging forbearance agreements, or restructuring debts.
  • Ensure adherence to relevant regulatory standards and internal protocols when implementing hardship measures, maintaining meticulous records, and following established procedures.

About You

  • Previous Mortgage Collections/Hardship experience within the banking & financial services industry
  • Previous product experience managing a portfolio of mortgages or home loans
  • Excellent stakeholder management and communication skills, both written and verbal
  • Demonstrated ability to meet arrears targets and portfolio management
  • A relevant tertiary qualification desirable

How to Apply

If you are interested in applying for this role, please apply directly via this advertisement or send your CV to If you would prefer to have a chat or have any additional questions, you can reach me at

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