Hardship Officer – Banking & Finance

About the Company

Westpac is Australia’s first bank and first company, with a rich history spanning over 200 years. We are a leading financial services organization committed to helping our customers, communities, and people prosper and grow. We offer a comprehensive range of banking and financial services, focusing on customer-centric solutions and responsible lending. Join a team where you can make a real difference in people’s lives.

Job Description

We are seeking a compassionate and resilient Hardship Officer to join our dedicated team in Bathurst. In this critical role, you will be responsible for supporting customers experiencing financial difficulty, working with them to find sustainable solutions. You will assess individual circumstances, provide empathetic guidance, and negotiate tailored repayment arrangements in line with Westpac’s hardship policies and regulatory requirements. This role requires strong communication skills, a deep understanding of financial products, and a genuine desire to assist customers through challenging times.

Key Responsibilities

• Engage with customers experiencing financial hardship via phone, email, and in-person, providing empathetic and non-judgmental support.
• Conduct thorough assessments of customers' financial situations, including income, expenses, assets, and liabilities.
• Negotiate and implement suitable repayment arrangements and hardship solutions tailored to individual customer needs and circumstances.
• Adhere strictly to Westpac's hardship policies, guidelines, and all relevant regulatory obligations (e.g., NCCP).
• Educate customers on available support services and financial literacy resources.
• Maintain accurate and detailed records of all customer interactions and decisions.
• Collaborate with internal teams, including collections, legal, and risk management, to ensure a coordinated approach to customer support.
• Identify and escalate complex hardship cases or potential systemic issues to management.
• Continuously develop knowledge of banking products, services, and regulatory changes pertaining to financial hardship.
• Contribute to a positive team environment and uphold Westpac's values.

Required Skills

• Minimum 2 years of experience in a customer-facing role within the banking or financial services industry.
• Demonstrated experience in a hardship, collections, or customer support environment is highly regarded.
• Exceptional communication, negotiation, and active listening skills.
• Strong empathetic approach with the ability to handle sensitive conversations with professionalism and tact.
• Solid understanding of responsible lending principles and financial hardship regulations (e.g., NCCP).
• Proficiency in using banking systems and Microsoft Office Suite.
• Proven ability to assess financial information and make sound decisions.
• Excellent problem-solving skills and attention to detail.
• Ability to work effectively under pressure and manage a high volume of cases.

Preferred Qualifications

• Tertiary qualification in Business, Finance, or a related field.
• Experience with specific hardship management software.
• Knowledge of local community support services and financial counselling networks in the Bathurst region.

Perks & Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health and well-being programs.
• Generous employee banking benefits.
• Opportunities for career development and internal mobility.
• Access to industry-leading training and professional development.
• Paid parental leave and flexible work arrangements.
• Employee assistance program for personal and professional support.
• A collaborative and supportive team environment.

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