About The Role As an Auswide Bank Hardship Officer, you will support our Customers through their Hardship journey, in alignment with the Bank's policies and procedures, by working with them to reach a mutually suitable agreement by way of loan variations and other methods designed to bring the account out of financial difficulties. Key Responsibilities: Empathetically engage with Borrowers who have been referred for Hardship assistance via numerous channels (phone, email and letter) Collate and submit the appropriate information to support a Hardship application Process all approved or declined applications as per the Bank's policies & procedures Review current Hardship accounts to determine those that are eligible to be removed under guidance from the Head of Consumer Credit or Chief Risk Officer About You As well as having an engaging communication style including active & empathetic listening skills, great time management and a high level of motivation, you will also need to: Demonstrate a strong understanding of the Collections and Hardship journeys along with the Bank's processes and policies Possess a high level of accuracy and focus on privacy Contribute excellent & effective problem solving, negotiation and analytical skills to both your Team and the Bank Be able to work both independently and as part of a team Produce a willingness to demonstrate and promote the Bank's values EMPOWER on a daily basis Demonstrate a strong capability to utilise technology and software applications including, but not limited to, Excel Outlook and SharePoint Possess a desire to grow and develop within Auswide Bank *Some finance/banking experience would be advantageous About Our Benefits (4) weeks annual leave plus (1) Wellness Day per financial quarter for all eligible staff* (2) Special Volunteer paid days per year for eligible staff who wish to volunteer and support the community Employee Assistance Program (EAP) and various Health & Wellbeing programs Bank Staff Share Plan options and Years of Service Recognition program An extensive range of discounts and benefits associated with the Bank's financial products Discounts with various business partners A complete range of generously subsidised corporate uniforms About Auswide Bank Established in 1966, Auswide Bank's mission has been to provide a convenient, high-quality alternative to the big banks and to put customers first. Now more than 55 years on, we continue to help Australians achieve home ownership, create wealth and access banking and financial services - making lives easier. Through outstanding customer service and quality products, Auswide Bank has achieved a national presence, made possible by mutually beneficial partnerships and relationships, an online lending platform and our network of branches across Queensland. We know it's the small things that make us different and are proud to offer award winning products, genuine customer service and a Queensland based contact centre. We are an equal opportunity employer committed to reflecting the diversity of the communities in which we operate. We encourage people from different backgrounds to apply, including Aboriginal and Torre Strait Islander people, people from different cultural backgrounds and people with disabilities. How to apply This is an exciting opportunity which has become available at our Bundaberg Head Office. If you are up for a challenge, have a real keen interest in helping people, and desire to build your career with a Trusted Australian Bank – then we encourage you to apply today! The successful candidate will be subject to satisfactory background checks including Criminal History, Bankruptcy, ASIC Banned & Disqualified Persons and Employment Verification Checks.
