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Financial Hardship Specialist
2 weeks ago
Are you passionate about delivering exceptional service and making a positive impact in people's lives? We're seeking an experienced Financial Hardship Expert to join our team at SB Recruitment.
Company Overview
A leading player in the finance industry, specialising in tailored lending solutions that empower both individuals and businesses. This innovative organisation partners with prominent brands across the automotive and marine sectors, offering a dynamic, customer-focused approach to credit services.
Salary & Benefits
We offer a competitive salary package and bonus structure, including a hybrid arrangement – 2 days per week onsite, access to corporate superannuation fund, Salary Continuance Insurance (covering TPD insurance), ongoing learning & development initiatives, wellness day with ongoing wellbeing, diversity program & fund-raising events, 16 weeks' paid parental leave, discounted car loans & novated leases, Employee Assistance Program, and a social & friendly work environment.
About the Role
As a Financial Hardship Advisor, you will be responsible for reviewing and evaluating customers' financial hardship requests to determine eligibility for assistance programs or payment adjustments. You will communicate empathetically with customers experiencing financial difficulties, helping them understand their options and guiding them through the hardship process.
Key Responsibilities
- Review and evaluate customers' financial hardship requests
- Communicate with customers experiencing financial difficulties
- Create individualised repayment plans or other solutions that align with customers' financial capabilities and company policies
- Liaise with customers to negotiate and establish fair, manageable repayment arrangements
- Work closely with other departments such as collections and customer service to ensure a smooth and cohesive approach to managing hardship cases
- Ensure adherence to relevant laws and regulations, including privacy laws and hardship guidelines, to protect customers' rights
Requirements
To succeed in this role, you must have experience in a dedicated hardship role within the financial services sector. You should possess an empathetic, compassionate, and patient nature, strong written and verbal communication skills, strong problem-solving skills and high attention to detail, and the ability to exercise sound judgement in balancing customer needs with company policies and making fair, informed decisions.
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