Senior Financial Hardship Advisor
2 days ago
To address the diverse needs of customers experiencing financial hardship, you will work closely with our team to assess individual situations and develop tailored solutions.
Key Responsibilities:- Engage with commercial and consumer customers on hardship-related matters, understand their circumstances, and provide suitable options for assistance
- Evaluate applications for hardship support and review supporting documentation
- Implement or process short-term and long-term solutions such as payment deferrals or revised terms
- Ensure compliance with relevant industry regulations and guidelines
- Maintain accurate records of customer interactions, application details, progress, and assessment outcomes
- Support investigation and resolution of client complaints and disputes as required
- Conduct CCR reviews, handle queries, and manage general tasks
- Collaborate with internal teams to structure feasible solutions
- Assist in training and knowledge sharing within the team as needed
- Work closely with Credit, Risk, Collections, and Customer Service teams to ensure smooth execution of hardship strategies
- Identify trends, gaps, or opportunities in hardship data and propose process improvements
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