Financial Hardship Officer

2 weeks ago

Sydney, Australia TPG Telecom Full time

**Job no**: M734K

**Category**: Customer Operations & Shared Services
- Join a powerhouse of brands that connect customers, businesses and communities.
- Bring your boldness and stand out in an organisation that supports you to shine.
- Awesome perks like a free mobile and NBN plan that you can use to work wherever

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.Could that be you?

**Your opportunity**:
As our valued Financial Hardship Officer_,_ you will play a vital role in working with customers and financial counsellors to provide assistance to customers whose ability to pay their bills has been impacted due to a change in their financial circumstances. You will deliver a superior customer experience by providing excellent service and quality and timely resolution of issues.

**You'll make impact by**:

- Answering the financial hardship inbound call queue within agreed SLA’s.
- Liaising with internal and external stakeholders to manage issues and complete tasks.
- Identifying opportunities in process and procedures to improve the overall experience for our customers and team.
- Achieving individual and team key performance indicators and targets.
- Adhering to policies and procedures and relevant compliance, regulatory and legislative requirements.

**What you’ll bring**:

- Must have the ability to have respectful and non-judgemental conversations with our customers and financial counsellors.
- Excellent problem-solving skills with ability to investigate issues thoroughly and provide tailored solutions.
- High standard of written and verbal communication skills.
- Willingness to take ownership and motivated to exceed expectations.
- Ability to adopt to change and work under conflicting time pressures.
- Experience working in a call centre or a financial hardship officer role.
- Sound knowledge of relevant compliance, regulatory and legislative requirements such as but not limited to the Telecommunications Consumer Protections (TCP) Code, Debt collection guidelines for collectors and creditors and The Privacy Act

**What's in it for you?**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
- TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo._
- Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes._

LI-Hybrid

Published on 21 Aug 2025, 11:27 PM

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