Financial Assistance / Hardship Specialist

We are currently recruiting for a Financial Assistance / Hardship Specialist to join a well-established and highly regarded organisation within the financial services sector.

This is a great opportunity for someone who enjoys working with people, has strong communication skills and can approach sensitive conversations with empathy, professionalism and sound judgement.

About the role

Your responsibilities will include:

• Managing customer enquiries and requests for financial assistance and hardship support.
• Having sensitive conversations with customers experiencing financial or personal difficulties.
• Assessing individual circumstances and determining appropriate assistance options.
• Supporting customers through the process of varying contractual arrangements where appropriate.
• Ensuring all interactions are handled in line with relevant legislation, privacy and confidentiality requirements.
• Managing challenging conversations calmly and respectfully while maintaining a high level of customer service.

About you

We're looking for someone who has:

• Previous hardship / financial assistance experience.
• Collections experience is preferred but not essential.
• Strong verbal and written communication skills.
• The ability to communicate respectfully and effectively with people experiencing vulnerability or difficult circumstances.
• An understanding of relevant legislation, privacy and confidentiality requirements.
• The ability to remain calm and professional when managing challenging or sensitive situations.

Training will be provided on internal systems and the specific processes. What's important is that you are comfortable learning new systems, can pick things up quickly and have the underlying skills to succeed in a customer-focused hardship environment.

Why consider this opportunity?

• Join an established financial services organisation.
• Work in a role where you can make a genuine difference to customers experiencing difficult circumstances.
• Supportive team environment with training provided.
• Opportunity to build on your hardship, financial assistance, collections or customer service experience.
• Hybrid working environment.

If you have previous hardship or financial assistance experience and are looking for your next opportunity, we would love to hear from you.