Lotus People are thrilled to be partnering with a well‑established and highly regarded financial services organisation. They're known for their customer‑first approach and commitment to responsible lending. With a strong reputation in the market, they provide a supportive, skilled workplace where employees are empowered to make meaningful decisions, collaborate across teams and help customers achieve better outcomes during challenging times.
About The Role
This is a key opportunity for an experienced Hardship Officer to support customers through the hardship assistance program. You will assess applications, review financial information and implement tailored repayment arrangements that balance customer needs with business outcomes. Working closely with internal stakeholders, borrowers and external partners, you’ll play an essential role in risk identification, service excellence and customer support.
DUTIES
- Assess hardship applications in line with regulatory and internal guidelines
- Create and implement temporary repayment and hardship arrangements
- Manage customers through the full hardship lifecycle (pre and post exit)
- Liaise directly with borrowers, solicitors, valuers and internal teams
- Identify accounts posing financial or reputational risk and elevate as required
- Maintain assessments within required service level agreements (SLAs)
- Recommend enforcement or recovery actions when necessary
- Support team workflow allocation and provide guidance to team members
SKILLS & EXPERIENCE
- 3-5 years’ experience in Collections or Hardship roles
- At least 2 years’ experience in mortgage collections/hardship
- Strong understanding of consumer credit legislation and privacy obligations
- Experience assessing borrower financial positions and supporting documentation
- Knowledge of legal processes, notices and mortgage security enforcement
- Excellent communication, negotiation and relationship management skills
- Empathetic, customer‑focused approach with strong decision‑making ability
- Tertiary qualification in finance or related discipline (desirable)
PERKS
- Career development opportunities within a growing organisation
- Supportive leadership and collaborative team culture
- Meaningful work helping customers through financial hardship
- Exposure to complex mortgage and hardship decision‑making
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📌 Hardship Officer (City of Sydney)
🏢 Lotus People
📍 City of Sydney
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