This role offers the ultimate prospect to leverage your financial hardship expertise within a supportive team environment. With a minimum of three years in collections or hardship, and Tier 2 accreditation, you'll be perfectly positioned to make a real difference. Your compassion will shine through as you help clients navigate their financial challenges, making a tangible impact on their lives. Plus, the in-office setting fosters close collaboration with your team of four, ensuring a cohesive and supportive work culture.

Reporting to the Supervisor for Credit control you will be joining a team with long term stability and positive environment to uplift the team with the impact calls that are made on a daily basis.

Key responsibilities

- Provides excellent member service at all times, promoting Teachers Mutual Bank as a caring financial institution
- Responds to member enquiries who are suffering or potentially suffering from any type of hardship issues and facilitates hardship applications quickly and accurately
- Assesses applications and makes recommendations to the Supervisor - Credit Control and /or Head of Customer Engagement




- Adjusts member’s loan repayment frequency as required & recalculates new repayment accordingly within role delegation
- Actions Delinquent and overdrawn accounts via Debt Management Collection system
- Initiates and issues Default Letters as required
- Follows up and makes arrangements to ensure the prompt payment of overdue accounts
- Develops procedures and policies for Credit Control and Financial Hardship
- Completes administrative tasks as required as part of BAU activities
- Complies to all regulations, policies and procedures
- Conducts statistical analysis and reports on Hardship bad debts, recovery rates, bankruptcies and delinquencies

About you

- Good communication and listening skills
- The ability to empathise with members during hardship

Qualifications

- Minimum 3 years Collections/Financial Hardship experience
- Working knowledge of the Consumer Credit Code, Credit Reporting Code and Privacy Act
- The ability to empathise with members during hardship

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📌 Financial Hardship Officer (City of Sydney)
🏢 Teachers Mutual Bank
📍 City of Sydney