A bit about the role

Are you looking to grow your career in collections and hardship within the financial services industry? Join BNK and play a key role in supporting customers while helping to protect the bank's financial position.

In this rewarding role, you'll work closely with customers to manage overdue lending accounts and provide support to those experiencing financial hardship. Using your strong communication skills, empathy, and industry knowledge, you'll help customers while ensuring all activities are conducted in accordance with relevant legislation, regulatory requirements and BNK policies.

What you will bring

- A passion for helping others

- Experience in collections, hardship, or customer support within financial services.

- Solid communication and negotiation skills.

- Ability to handle sensitive customer conversations with empathy and professionalism.

- Sound understanding of hardship practices, regulatory obligations, and responsible lending principles.

- Experience in mortgage and secured lending collections (desirable)

Key Responsibilities

- Assisting in the management of hardship cases, including reviewing and assessing requests for hardship assistance, providing options to the customer, offering case by case solutions, and monitoring agreements for adherence

- Working with customers and / or their financial counsellors to make workable solutions that are the best outcome for both parties

- Preparing and make recommendations in relation to account write offs, and more complex hardship and arrears matters

- Proactive managing accounts which are in arrears including reviewing and taking action on reports on delinquent customers

- Producing regular reports and commentary to inform management and internal stakeholders about delinquent customers

- Instructing and managing panel solicitors

- Working with borrowers to bring accounts back into order as quickly as possible

About BNK

BNK Banking Corporation Limited (BNK)



is an ASX-listed financial services company.

The bank offers simple and easy to understand deposit accounts and mortgages under several brands: Goldfields Money, complemented by the Better Choice Home Loans brand, distributed via mortgage brokers nationally. This unique combination allows BNK to develop competitive products that meet its changing customer needs, leveraging its low-cost, technology-driven model.

BNK is focused on becoming a challenger bank of scale through building its product portfolio, growing its diversified distribution network, and pursuing technology enabled partnering opportunities.

BNK Culture

Our culture is all about teamwork and is underpinned by 5 core values;

- Work hard - Successful people have a special trait, they work hard, they don’t give up, they learn from failure and then they succeed on purpose

- Innovation - Think big, remain flexible, stay ahead of the curve and get the job done

- Trust - Protect the trust we build with our customers and each other. It is hard to build and easy to lose

- Humility - Let others shine by helping them achieve more than they thought was possible

- Unity - We are in this together, even when the going gets tough

Why you will love working at BNK Bank

- The BNK Culture, specifically the positive vibes, capability and enthusiasm in the business which is apparent from the moment you walk through the door

- Free onsite gym and end of trip facilities at the Perth CBD office

- Flexible working options

- Purchased Leave

- Up to two WITHU days each year

- Perth based with flexible working arrangements available

- Modern offices with river views

- Collaborative team environment where real people work together to leverage their strengths so that they can help more customers achieve their banking goals.

Want to apply?

If this sounds like the perfect opportunity for you apply now by clicking on “Apply Now” to upload your resume and cover letter.

If you have any questions regarding the position, please contact ***********@bnk.com.au

📌 Collections and Hardship Officer (Perth)
🏢 BNK Banking
📍 Perth