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Hardship / Financial Assistance Specialist

2 weeks ago

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

We are seeking a compassionate and solutions-focused Hardship/Financial Assistance Specialist to join our team. In this role, you will work directly with customers experiencing financial difficulty—both consumer and commercial clients—to assess their situation with empathy and find sustainable solutions balancing the needs and interests of the customer and Metro.

Roles and responsibilities

  • Address all commercial and consumer customer enquiries relating to hardship/financial assistance, understand their circumstances and provide tailored hardship/financial assistance options
  • Assess hardship/financial assistance applications and any supporting documentation
  • Implement/process appropriate short and long-term hardship/financial assistance solutions (e.g., payment deferrals, revised terms).
  • Ensure adherence to NCCP and ASIC guidelines.
  • Maintain accurate and current records of client interactions, details of hardship/financial hardship applications, progress and assessment outcomes.
  • Support investigation and resolution of client complaints and disputes as required
  • CCR reviews, query handling and general management
  • Liaise with internal teams as needed to structure feasible solutions.
  • Assist with training and knowledge sharing of the team as required
  • Work closely with Credit, Risk, Collections, and Customer Service teams to ensure smooth execution of hardship strategies.
  • Identify trends, gaps, or opportunities in hardship/financial assistance and complaint data and propose process improvements.
  • Stay informed on regulatory changes affecting hardship and financial assistance policies.
  • Participate in projects and other system/process improvement initiatives as required

How to succeed
You're customer-centric with a proven ability to build trust, find practical solutions, and make decisions. You possess a high level of empathy coupled with outstanding communication and strong active listening skills. Experience assessing financial situations and recommending appropriate solutions is fundamental for success in the role.

We are looking for someone with the following:

  • Proven experience (3+ years) in customer-facing hardship/financial assistance, or collections role in financial services—ideally within equipment, vehicle, or asset finance.
  • Solid understanding of consumer credit obligations, including hardship provisions under the NCCP Act.
  • Experience in commercial lending, with knowledge of business finance challenges and assistance options.
  • Prior involvement in complaint resolution, with working knowledge of AFCA and other external dispute resolution schemes.
  • Experience using loan management systems, CRM software, and/or collections platforms.
  • Must have Australian working rights (citizen or PR)

Benefits
We offer a robust benefits package to help support your health and financial security, plus you'll enjoy:

  • A culture that promotes growth
  • A Manager who listens
  • A hybrid model, working out of a beautiful modern office in Sydney and virtually
  • Fun, regular social events so you can get to know your coworkers

We Value Your Wellbeing
Metro Finance believes in diversity, equity, and inclusion and offers a safe environment to grow. Bring your open mind and can-do attitude to help us deliver our award-winning service to clients. Our culture of continuous improvement gives you opportunities to learn. We encourage you to take advantage of all career development opportunities across department teams to help build your skills.

About Metro Finance
Established in 2011, Metro Finance competes directly with the established banks as a high service non-bank lender in the vehicle and equipment finance market.

We offer an alternative to traditional bank funding with a modern approach and mindset. Our cutting-edge financial products, advanced technology, and local expertise set us apart. We excel at providing a real human experience for our customers, in fact our Sales, Settlements, and Credit teams are all regular CAFBA award winners. We're also proudly "Great Place to Work" certified.

If you feel you'd be a fit with our great team we'd love to hear from you, however if you require further information, please contact our Talent Acquisition Manager