Hardship Analyst

**Work type**: Permanent Full time
**Location**: NSW- Sydney CBD
- **You’ll have the opportunity to have an impact on a broad range of stakeholders.**:

- **We grow great leaders who inspire and energise their teams.**:

- **Bring your ideas, ambitions, and passions both in and outside of work.**

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

We currently have multiple opportunities available for highly energetic and passionate professionals to join our Citi Consumer team as Hardship Analysts.

The Hardship Analyst position is a distinguished role within the banking finance environment, dedicated to providing exceptional support to customers during challenging periods of financial hardship. This also includes the end-to-end relationship with vulnerable customers, providing compassionate support, guidance, and assistance throughout the entire journey with the bank.

**Your key accountabilities will include**:

- Make timely assessment decisions based on customers' needs, categorisation, and specific circumstances, utilising pre-defined criteria.
- Establish and maintain end-to-end relationships with customers who have been identified as vulnerable by offering compassionate support, guidance, and assistance at every stage of their interaction with the bank.
- Engage in effective communication with both internal and external customers through various channels, including inbound lines and the department inbox.
- Conduct outbound calls to customers at different stages of the Hardship framework.
- Provide customers and partners with exceptional service and support, fostering trust and rapport.
- Deliver personalised and empathetic assistance to customers, tailored to their unique financial situation.
- Gather and review necessary supporting documentation as required, demonstrating attentiveness to detail and thoroughness.
- Respond to inquiries, address issues and complaints promptly and courteously, preparing high-quality and timely correspondence and reports.
- Execute operational tasks with care, including issuing letter correspondence, generating reports, and maintaining accurate records of all customer interactions.
- Perform other ad-hoc administrative duties as directed by the Manager, demonstrating flexibility and a commitment to assisting customers through their hardship journey.

**Your Capabilities, Experience & Qualifications will include**:

- Ability to work under pressure and meet time sensitive deadlines.
- Knowledge of complex processes, procedures, and systems.
- Understanding of underlying concepts and principles within relevant field.
- Compliance and policy adherence.
- Passion for delivering the best service to our customers and stakeholders.
- Self - driven individual who works well autonomously as well as part of a team.
- Demonstrated experience in collections / hardship space or call centre environment.
- Experience in relevant field and Bachelors degree preferred.

By joining NAB, you are committing to putting our customers’ needs first every time. You will be ambitious for growth; always curious and learning from colleagues. You will speak honestly, always valuing the time and opinion of others. You will own your work, doing what’s right, even when it’s hard.

**A diverse and inclusive workplace works better for everyone.**

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

**More focus on you**

We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities.

**Join NAB**

If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.

**Please note unsolicited CVs from agencies will not be accepted.