Hardship Officer - Debt Resolution

About the role

An established Australian-owned financial services organisation specialising in debt resolution and customer support is hiring a Hardship Officer in Sydney CBD. The role assesses and manages customer hardship applications with fair, compliant and empathetic outcomes in line with regulatory requirements. It is a full-time permanent position advertised by Byron Thomas Recruitment.

Key responsibilities

• Negotiate and establish repayment arrangements, including payment plans, settlements and temporary relief options.
• Conduct financial assessments by reviewing income, expenses and repayment capacity, and identify vulnerable customers.
• Ensure all interactions and records meet ASIC guidelines, NCCP obligations and industry standards using the CRM system.
• Monitor arrangements, follow up with customers and liaise with operations, compliance and management teams.
• Escalate complex matters or complaints and help improve internal hardship policies and procedures.

Required profile

• Proven experience in hardship or collections roles, with a minimum of 3 years.
• Background in debt collections with a sound understanding of ASIC requirements and NCCP obligations.
• Excellent negotiation, communication and problem-solving skills for handling sensitive conversations.
• High attention to detail, organisational skills and ability to manage high-volume cases.
• Professional, empathetic and ethical mindset.

Required skills

• Experience with collections or CRM systems.
• Regulatory knowledge of ASIC and NCCP obligations.

What we offer

• Competitive package of around $80k depending on experience.
• Supportive team, opportunities for career growth and ongoing training and professional development.
• Regular corporate incentives.