Senior Financial Assistance Officer

1 week ago


Sydney, New South Wales, Australia Volkswagen Financial Services Australia Pty Limited Full time $80,000 - $120,000 per year

Volkswagen Financial Services Australia is a leading provider of competitive finance and insurance products to over 1200 retailers across Australia representing automotive brands within the Volkswagen Group including: Audi, ŠKODA, Bentley, Porsche, Ducati and Lamborghini and outside the Volkswagen Group - Jaguar and Land Rover. Nobody does finance better than our team of experts ensuring a positive customer experience at all times.

We believe our employees are key to our success and offer career advancement to grow your career across various divisions. Our people are recognised for their achievements and we have a team culture led by empathetic managers. Our EVP is testament to our continued commitment to retaining our staff and providing a fulfilling experience during their journey with Volkswagen Financial Services Australia. Our core value is integrity and we seek like-minded individuals to join our thriving business.

As a Senior Financial Assistance Representative, you to lead the Financial Assistance team in delivering fair, compassionate and compliant outcomes for customers experiencing financial difficulty. Working closely with the compliance team to uphold obligations, identify and report on trends, monitor performance and quality and delivering on best practice.

What you'll do

  • Stabilise the function, establish ownership and accountability over the hardship workflow and functions
  • Support staff training for frontline teams.
  • Daily Allocation and monitoring of workflow to the Hardship team.
  • Improve accessibility of hardship support through clearer communication and simplified processes.
  • Act as liaison with Compliance and Legal teams on regulatory change management.
  • Provide specialised case management for vulnerable customers and hardship case escalations including long-term exit strategies for customers who do not qualify for hardship.
  • Support the Financial Assistance Co-Ordinator with systemic implementation of change activities including a case management system, QA program, data management strategy and assessment matrix.
  • Support risk framework to reduce regulatory, reputational and operational risks.
  • Responsible for the training of new staff, ensuring a seamless transition into daily operations
  • Provide timely feedback to the Customer Service & Collections Manager to enable accurate and productive feedback to team members whilst on boarding or in training
  • Act as the first point of reference for operational issues and escalations raised by members of the VWFS team and the outsource providers for all Hardship matters
  • Conduct quality assurance reviews across Hardship on Call Quality, and any other items as identified by the Collections Team Leader or the Customer Service and Collections Manager.
  • Assist the Collections Team Leader with the training needs of the Collections Team on areas of improvement identified through the quality assurance program.
  • Prepare and circulate reporting to internal stakeholders with 100% accuracy and within SLA

What you'll bring

  • Minimum of 4 years' experience in consumer credit, financial hardship or customer assistance within a regulated financial institution
  • Proven leadership experience, including managing teams in high-volume or regulated environments
  • Strong understanding of ASIC RG271, National Credit Code and relevant consumer protection laws
  • Demonstrated experience working with compliance, legal or risks teams to ensure regulatory adherence
  • Track record in implementing continuous improvement initiatives, monitoring quality, and leveraging data to identify trends and improve outcomes
  • Experience in preparing reports, managing audits and representing a Financial Assistance function is highly regarded
  • Ability to build rapport with internal and external customers and business partners.
  • Demonstrate high levels of Emotional Intelligence and ability to modify style improving the customer experience
  • Strong attention to detail and time management skills
  • Bachelor's degree in finance or related field or post graduate qualifications are an advantage
  • Relevant industry certifications (eg. RG146, Governance or Compliance accreditations) preferred

Are you Driven by More?

When you join Volkswagen Financial Services Australia you become part of a professional and dynamic team structure that is the foundation for the company's current and future success. You will also be offered a competitive salary, the chance to contribute to our success and the opportunity to grow your career within a global brand.

If you meet the above criteria and would like to join our team, click APPLY NOW

Volkswagen Financial Services Australia is an equal opportunity employer in each jurisdiction that it operates. We encourage and value applications from all diverse perspectives, experience and backgrounds.

To support our desire to create a local talent pipeline, this role is only available for individuals who have permanent work rights in Australia.

Successful applicants will be required to complete background checks through our external provider as a condition of employment.



  • Sydney, New South Wales, Australia Hays | Accountancy & Finance Full time $90,000 - $120,000 per year

    Your new company Our client, a private property group, is looking for a senior financial accountant to support them on a 3-month contract due to extended leave in the team. The office is based in the Sydney CBD and you will be required to be in the office 5 days a week.Your new rolePrepare and analyse financial statements including balance sheets, income...


  • Sydney, New South Wales, Australia Falcon Financial Advisers Pty Ltd Full time $60,000 - $80,000 per year

    Company Overview:Falcon Financial is a rapidly growing financial advice business, closely aligned with a highly reputable accounting group, servicing clients across the Northern Beaches of Sydney, Newcastle, and Southeast Queensland. Through a tried and tested business model, we truly believe the best path to success is by nurturing and developing people to...


  • Sydney, New South Wales, Australia Chatham Financial Full time

    Join to apply for the Associate, Financial Risk Advisory role at Chatham Financial2 days ago Be among the first 25 applicantsJoin to apply for the Associate, Financial Risk Advisory role at Chatham FinancialGet AI-powered advice on this job and more exclusive features.OverviewWe don't simply hire employees. We invest in them. When you work at Chatham, we...


  • Sydney, New South Wales, Australia Insignia Financial Full time

    Join to apply for the Senior Reporting Analyst role at Insignia Financial3 days ago Be among the first 25 applicants Join to apply for the Senior Reporting Analyst role at Insignia Financial Get AI-powered advice on this job and more exclusive features.Drive risk insights that power smarter decisions and protect members.Innovate reporting with automation to...


  • Sydney, New South Wales, Australia Ambition Group Full time

    Senior Financial Accountant - Immediate Start | Tech Industry | 6 Month Contracting OpportunityJoin a leading National Technology business recognised for its innovation and sustained growth.We are seeking a highly skilled Senior Financial Accountant to thrive in a dynamic, and high-volume environment.This opportunity will see you sitting in a head office...

  • Senior Tax Manager

    1 week ago


    Sydney, New South Wales, Australia DPM Financial Services Full time $120,000 - $180,000 per year

    Ready to take your tax career to the next level?DPM is the leading Australian financial services firm for the medical profession, with offices in Melbourne and Sydney, specialising in tailored tax and financial advice.Our growing Sydney team is on the lookout for a confident, experienced Senior Tax Manager who's passionate about growth and delivering...


  • Sydney, New South Wales, Australia GrainCorp Full time

    Senior Financial Accountant - Fixed Term - SydneySenior Financial Accountant - Fixed Term - Sydney3 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.What did you have for breakfast today? Whether it's the flour in your toast or the grain in your cereal, it's highly likely that GrainCorp helped get it onto...

  • Financial Officer

    1 week ago


    Sydney, New South Wales, Australia Convil Group Pty Ltd Full time $80,000 - $120,000 per year

    About UsConvil Group is a civil construction company based in Wetherill Park, NSW, delivering a diverse range of projects across Sydney and greater New South Wales. We are recognised for our professionalism, reliability, and commitment to delivering safe, efficient, and high-quality outcomes. Our portfolio includes works for private developers as well as...

  • Financial Counsellor

    4 weeks ago


    Sydney, New South Wales, Australia Financial Rights Legal Centre Inc Full time

    Surry Hills / Hybrid / Full-time (2-year fixed term contract)Are you a passionate advocate for social justice? Do you want to be part of a dedicated team and directly improve the lives of vulnerable Australians? If so, the Financial Rights Legal Centre offers an exceptional opportunity to make a tangible difference.About Financial Rights Legal CentreAt...


  • Sydney, New South Wales, Australia Insignia Financial Full time $120,000 - $250,000 per year

    Senior Manager, Corporate GrowthLocation:SYDNEY, NSW, AU, 2000MELBOURNE, VIC, AU, 3008Employment Type: Permanent Full TimeDrive Strategic Growth: Lead enterprise sales efforts to expand Insignia Financial's presence in the institutional and corporate market, using AI-enabled prospecting and insight-led engagement.Design Client-Centric Solutions: Build...