Member Support Officer
Core
Support members experiencing financial difficulty by providing empathetic, practical, and tailored hardship solutions to help them navigate circumstances and achieve sustainable repayment.
Role type
Member Support Officer (Hardship Specialist)
Builds
Hardship support programs and sustainable repayment plans for financially distressed members
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
Financial hardship assessment, empathetic communication, active listening, regulatory compliance, portfolio management, vulnerable customer management
Preferred skills
Experience in banking or financial services, decision-making in sensitive situations, organizational skills
Responsibilities
Manage a portfolio of hardship cases, conduct meaningful conversations to understand member circumstances, assess financial information and hardship requests, develop sustainable repayment solutions, recognize and manage vulnerable customer situations, maintain ongoing communication with members, document outcomes and ensure regulatory compliance
Seniority
Mid-level, hands-on IC