This role offers the ultimate opportunity 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 workplace 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 recent 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
Valuable 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