Job Description
n
Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters.
n
Central Docklands Location: The office is conveniently located close to public transport, cafés, and local amenities, making your day smoother.
n
Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance.
n
Recharge & Celebrate: Take an annual "Unplugged Day" to reset, and swap cultural holidays to celebrate the days that mean the most to you.
n
n
As a Hardship Officer, you will be responsible for supporting customers experiencing financial or personal difficulties. You will manage a caseload of vulnerable customers, applying empathy, sound judgment, and regulatory knowledge to deliver tailored solutions that support positive and sustainable outcomes.
n
What You'll Be Doing;
n
n
Make Every Conversation Count: Manage a portfolio of hardship customers, providing compassionate support across phone and email while owning cases from start to finish
n
Process Hardship Applications with Care: Assess and process hardship applications, reviewing customer financial information to determine appropriate outcomes in line with policies, regulatory requirements, and individual circumstances
n
Turn Insight into Solutions: Assess each customer's financial situation and develop tailored arrangements that align with their circumstances and business requirements
n
Quality & Compliance Driven: Maintain accurate file notes and ensure all interactions, decisions, and outcomes meet hardship policies, regulatory frameworks, and quality standards
n
Be the Link to Support: Connect customers to external support services where needed and contribute to team discussions, training, and ongoing development.
n
n
What You'll Bring;




n
At Recoveriescorp, we focus on the skills you bring, not just your resume. Whether you have experience in customer service or are looking to step into a recent challenge, we want to see what you can do.
n
As part of our process, you will complete an interactive skills assessment through Vervoe. This is your opportunity to experience real job-related tasks and showcase your strengths beyond your resume.
n
Keep an eye on your email including your junk folder, so you do not miss out on the chance to join our team.
n
The Mindset You'll Bring;
n
n
Empathy & Communication: You approach every conversation with care, patience, and understanding, especially when supporting vulnerable customers.
n
Sound Judgment: You assess complex situations and make balanced, fair decisions aligned to policies and customer needs.
n
Resilience & Professionalism: You stay composed in sensitive or challenging interactions and maintain a high level of professionalism.
n
Problem Solving & Attention to Detail: You enjoy working through complex cases, finding practical solutions, and maintaining accurate, well-documented records.
n
n
Why You'll Love this Role;
n
n
A Team That Knows Balance: Enjoy a workplace that mixes fun with focus – from shared food days and social catch-ups to recognising and rewarding the hard work that helps us succeed together.
n
Make a Real Impact: Support customers through challenging situations and help them move toward more secure financial outcomes.
n
Build Specialist Skills: Develop expertise in hardship and vulnerability, gaining valuable experience in financial assessment and complex case management.
n
Do Meaningful Work, the Right Way: Be part of a business that prioritises ethical decision-making, customer care, and compliance in every interaction.
n
#J-*****-Ljbffr

📌 Hardship Officer (Victoria)
🏢 Recoveries
📍 Victoria