Hardship Officer

**The opportunity**
AMP Bank is a retail bank, with a focus on providing retail accounts, residential mortgage products and services and other consumer value add services that support and compliment AMP’s businesses. The purpose of this role is to respond to requests for assistance from clients who are experiencing financial difficulty and are unable to meet the contractual repayments on their AMP Bank Home Loan.

**How you will make an impact**
- Assess and understand the client’s situation and offer a financial solution (e.g. repayment plans or pauses) appropriate for the client’s circumstances balancing the needs and interests of the client and AMP Bank.
- Discuss complex and sensitive matters with clients or their representative, and negotiate tailored financial solutions over the telephone
- Liaise with various internal teams to develop financial assistance options e.g. product switches
- Respond to client enquiries and confirm financial hardship assistance solutions in writing
- Maintain accurate and update records of client interactions, reasons for financial difficulty, outcomes of assessments and agreed upon hardship solutions.
- Assist with investigating and resolving client complaints & disputes
- Participate in projects and other system/process improvement initiatives as required.
- Provide reporting and hardship data as required.

**What you will bring to the role**
- Minimum 3 years’ experience in a high-volume retail consumer credit or collections within Banking & Finance industry with at least 1 year in financial hardship assistance
- Residential lending highly preferable
- Demonstrated ability to think like an entrepreneur with exceptional problem solving, analytical, solution focussed and decision-making abilities
- Exceptional written and verbal communication skills
- Above average influencing and negotiation skills
- Self-motivated, results driven, collaborative & team player with the ability to work autonomously (preferred DHA experience)
- A client first passion with an empathetic nature whilst maintaining the privacy and confidential nature of a client’s circumstances
- Resilient, empathetic, understanding and patient

**Is this your dream job?**

**Working for AMP**
We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**
We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAMP Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**
The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

**Message to recruitment agencies