Hardship Officer – Banking & Finance

About the Company

Commonwealth Bank (CBA) is Australia’s leading provider of financial services, including retail, business and institutional banking, funds management, superannuation, insurance, investment and broking services. We are committed to providing outstanding customer service, innovating for the future, and supporting the communities in which we operate. Joining CBA means becoming part of a team dedicated to helping Australians achieve their financial goals.

Job Description

As a Hardship Officer at Commonwealth Bank, based in our Mount Gambier branch, you will play a critical role in supporting customers who are experiencing financial difficulty. This highly empathetic and sensitive position requires you to assess individual financial situations, understand customer needs, and develop tailored, sustainable solutions to help them navigate challenging times. You will be a vital point of contact, offering guidance, support, and practical assistance in line with our commitment to responsible lending and customer care.

Key Responsibilities

• Conduct comprehensive assessments of customers' financial circumstances, income, expenses, and assets to determine appropriate hardship solutions.
• Negotiate and implement tailored financial assistance plans, including repayment variations, deferrals, and other support mechanisms, adhering to bank policies and regulatory guidelines.
• Engage with customers in a compassionate, professional, and non-judgmental manner, ensuring they feel heard and supported during sensitive discussions.
• Maintain accurate and detailed records of all customer interactions, agreements, and outcomes in line with compliance requirements.
• Collaborate effectively with internal teams, such as collections, lending, and legal departments, to ensure a coordinated approach to customer support.
• Stay informed about relevant industry codes, regulations (e.g., NCCP, ASIC Regulatory Guides), and best practices related to financial hardship.
• Identify and refer customers to external support services and financial counselling where appropriate.
• Manage a portfolio of hardship cases, prioritizing workload and ensuring timely communication and follow-up with customers.

Required Skills

• Minimum of 2 years experience in a customer service, collections, or financial support role, preferably within the banking or financial services sector.
• Demonstrated ability to handle sensitive and challenging conversations with empathy, discretion, and professionalism.
• Exceptional communication skills, both verbal and written, with the ability to explain complex financial information clearly.
• Strong negotiation and problem-solving skills, with a focus on achieving mutually beneficial outcomes for customers and the bank.
• Good financial literacy and the ability to interpret financial statements and budgets.
• A high degree of resilience, emotional intelligence, and integrity.
• Proficiency in using banking systems and Microsoft Office Suite.
• Ability to work independently and as part of a team in a fast-paced environment.

Preferred Qualifications

• Previous experience specifically in a financial hardship, credit management, or debt recovery role.
• A tertiary qualification in Business, Finance, Law, or a related field.
• Knowledge of Australian financial services legislation and compliance requirements related to consumer credit and hardship.
• Experience with CRM software and case management systems.

Perks & Benefits

• Competitive salary and superannuation contributions.
• Comprehensive health and wellbeing programs, including an employee assistance program.
• Opportunities for professional development and career progression within Australia's leading bank.
• Generous staff discounts on banking products and services.
• A supportive and inclusive team culture.
• Access to a range of employee benefits and recognition programs.

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