Hardship Officer

We've never been 'just a bank'. Just like you should never be 'just an employee'. We're united in our belief that in banking, better can be bigger, and together we're making it happen.

**It starts here. With Bendigo Bankand you.**:
You'll love the good you can do here. Come and be part of a growing team where your passion for customer care will see you thrive in this rewarding role where you will assist our customers who are in financial difficulty.

As a **Hardship Office**in our Mortgage Help Centre you'll make an impact by:

- Engaging with customers facing financial difficulty to fully understand their situation and needs.
- Conducting in-depth credit analysis and workshopping suitable options to provide acceptable tailored solutions that meets the needs of our customers.
- Building an open and supportive relationship with the customer that will empower our customers to regain financial stability and foster long-term financial well-being.
- Having ownership over your accounts: exercising judgement and making appropriate recommendations that will safeguard customer and shareholder interests whilst ensuring the Bank is meeting Regulatory requirements.

We have both permanent and fixed term positions available - all full-time hours. We offer flexible work options that put our people first, and a hybrid model of 60% based out of our Adelaide or Bendigo corporate office.

**What you'll bring to the role**

**To succeed in this role, we'd love you to have:

- Experience in hardship management, collections, credit assurance and/or consumer lending, with the ability to hold needs-based and outcome-oriented conversations, review a customer's financial position and provide suitable solutions.
- Excellent communication skills, with strong listening skills and ability to remain calm and positive whilst holding difficult conversations and reaching an agreed plan of action.
- Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts.
- An understanding of, and experience dealing with, customers who are vulnerable and/or experiencing financial difficulty with the ability to use discretion and empathy.
- Good time management skills with the ability to prioritise and manage workloads to meet SLAs.
- Ability to grow and develop your capabilities through structured and constructive feedback.

**So, why work for us?**
- **Want big impact that matters?**Here, you'll know your work directly benefits the customers and communities we all serve.
- **Want to be more than just a number?**Join a team that truly values you and the diverse contribution you make, every day.
- **Want career opportunity AND flexibility?**Achieve both here, where we know that balance and progression go hand in hand.

You'll also get access to a great range of benefits, including:

- Flexibility means different things for different people. Whether it's hybrid work, flexible hours, a compressed work week, job-sharing or something different, our flexible work options are designed to put people first
- Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members
- Opportunities to take your learning to the next level through our corporate university 'BEN U' or at an external provider of your choice

**We're making better, bigger. And we'll get there with you.**:
Now's the time to set your sights even higher - on the future you and the future career you deserve.