Hardship Manager

1 day ago

Sydney, New South Wales, Australia Athena Full time $90,000 - $120,000 per year

Meet Athena, the Home Loan Wrecker 

Athena Home Loans burst into the industry in 2019 to shake things up and change home loans for good.

We're reimagining home loans and showing Australia there's a lender on their side. Home loans are all we do. We continue to rewrite the rules of home lending, creating tools, products and policy that put the power back in our customers' hands. Athena has been recognised amongst multiple consumer lending and industry awards including Canstar Outstanding Value and Innovation Excellence awards, RateCity and Mozo awards, and Fintech Lender of the year and made AFR Boss best places to work list.

We're seeking an experienced Hardship Manager with a strong background in collections and bridging loans. In this role, you'll take ownership of hardship assessments, manage bridging loan portfolios, and work closely with customers to deliver fair, compliant, and sustainable outcomes.

The Role

  • Engage with customers over the phone, identify hardship triggers, and assess/manage hardship requests
  • Manage and resolve customer complaints or disputes relating to hardship
  • Manage bridging loans prior to expiry:
    • Follow up with customers before expiry to confirm property sale or intentions
    • Complete light-touch credit assessments for extensions or changes of mind
    • Refer to collections where expected outcomes are not met
  • Maintain the Hardship Register and ASIC reporting obligations
  • Ensure adherence to risk, compliance, internal procedures, and regulatory requirements
  • Stay updated on relevant legislation, regulation, and company policy

Who are we looking for?

  • You can manage customer requests for payment arrangements, ensuring fair and compliant outcomes
  • You lead hardship and collections conversations to resolve arrears efficiently and support customers back on track
  • You have a strong understanding of Responsible Lending, Arrears, and Hardship regulatory obligations
  • Solutions-focused with the ability to make informed decisions to resolve a customer's financial situation
  • You have credit assessment experience in residential loans, particularly bridging loans
  • Exceptional communication and interpersonal skills, with the ability to build rapport and navigate challenging conversations
  • Ability to thrive in a fast-paced environment, manage multiple priorities, and meet expectations
  • Driven and self-motivated to exceed targets and strive for excellence

Benefits & Perks

  • Inclusive, Flexible and casual working environment
  • Hybrid working with HQ Anchor Days in award winning office space
  • Wellbeing program to support your physical, mental, social and financial health
  • Perks program with access to discounts to every day expenses
  • Fantastic team culture with monthly events

You'll be joining an experienced team, passionate about being best in class in everything we do. We have a relaxed and fun atmosphere where you can bring your unique self and skills to help us all grow as a team. Be great, be you, play nice.

At Athena we are committed to a workplace that embraces diversity, equality, and inclusion. Athenians are free to let their own brand of freak fly.

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