Job Description

The Role

As a Member Support Officer, you'll play a key role in supporting members experiencing financial difficulty by providing empathetic, practical and tailored hardship solutions. Working closely with members during challenging periods, you'll help them navigate their circumstances, assess appropriate support options and deliver positive outcomes that balance member wellbeing with responsible banking practices.

In the role you will

- Manage a portfolio of hardship cases, providing support and guidance to members experiencing financial difficulty.
- Conduct meaningful conversations to understand members' circumstances and identify appropriate assistance options.
- Assess financial information and hardship requests to determine suitable support arrangements.




- Work collaboratively with members to develop sustainable repayment solutions that support long-term financial wellbeing.
- Recognise and appropriately manage vulnerable customer situations, including escalating complex or sensitive matters when required.
- Maintain ongoing communication with members throughout the hardship process, ensuring transparency and positive member experiences.
- Accurately document outcomes and ensure all activities meet regulatory and compliance requirements.
- Support early-stage collections activities where appropriate, helping members access assistance before financial challenges escalate.

📌 Member Support Officer (Perth)
🏢 Beyond Bank Australia
📍 Perth