Hardship Officer
Core
Manage hardship applications and customer requests for assistance from initial contact through to assessment, outcome and ongoing review for customers experiencing financial difficulty.
Role type
Hardship Officer
Builds
Hardship arrangements and customer support plans
Domain
Financial services / Lending
Deliverable
client delivery
Required skills
Hardship assessment, Financial information verification, Vulnerable customer management, Regulatory compliance (NCC), Risk management, Trend identification
Preferred skills
Experience in collections or customer assist, Negotiation, Problem-solving, Coaching and training support
Responsibilities
Manage hardship applications from initial contact to outcome; Conduct empathetic customer conversations; Collect and verify financial information; Assess hardship options and recommend solutions; Maintain clear file notes and system updates; Monitor approved arrangements and follow up commitments; Escalate complex matters or regulatory issues; Collaborate with Early Arrears, Legal, and Compliance teams; Identify trends and support process improvements.
Seniority
Individual Contributor