Customer Hardship Analyst

12 hours ago

Sydney, New South Wales, Australia TalentWeb Consulting Full time $60,000 - $90,000 per year

Customer Hardship Analyst - 6-Month Contract

Sydney CBD | Financial Services | Commencing January 2026

Contract Details

  • Start date: January 2026
  • Duration: 6 months
  • Location: Sydney CBD - on-site 5 days per week
  • Hours: Full-time, Monday to Friday

We're seeking empathetic and detail-oriented Customer Hardship Analysts to join our client's team on an initial 6-month contract, supporting customers experiencing financial vulnerability. This role plays a key part in ensuring customers receive fair, compassionate, and compliant support when facing financial hardship.

Key Responsibilities

  • Manage inbound and outbound customer calls with care, professionalism, and discretion
  • Assess customer hardship situations, ensuring decisions are made in line with company policies and regulatory obligations
  • Maintain accurate and confidential customer records in internal systems
  • Provide clear, empathetic communication to customers regarding their options and next steps
  • Collaborate with internal teams (credit, collections, compliance, and customer service) to deliver holistic support solutions
  • Contribute to continuous improvement initiatives to enhance the hardship process and customer experience

Ideal Experience

  • Prior experience in a customer-centric role (inbound and outbound calls) within financial services, banking, or insurance
  • Proven ability to handle sensitive and confidential information with empathy and professionalism
  • Understanding of hardship, collections, or regulatory environments (e.g. ASIC, AFCA, or relevant financial conduct frameworks)
  • Strong verbal and written communication skills, with the ability to navigate difficult conversations calmly and supportively
  • Demonstrated ability to work efficiently in a fast-paced, high-volume environment while maintaining attention to detail

Why Join

  • Opportunity to make a meaningful difference in customers' lives
  • Work with a supportive, values-driven team in a respected financial services organisation
  • Gain experience in a critical compliance and customer operations function

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