Hardship Officer

Summary about this job

Detail information about job Hardship Officer. Terms and conditions vacancy

• Excellent team culture with a real focus on collaboration
• This role offers great growth opportunity for the future
• Join a customer focused bank

ING currently have an exciting opportunity for an experienced Hardship Officer (Internally referred to as Hardship Specialist Collections) to join our Collections Team in Sydney. As a Hardships Assessor you will be responsible for assessing applications for customers who are experiencing financial hardship. This role deals directly with customers, multiple internal / external stakeholders and suppliers to assist and support customers to resolve their current financial situation.

• Assessment of hardship applications
• Liaise with mortgage insurers for approval and consideration
• Review and quality control of hardship cases
• Recommend course of action for hardship cases
• Managing arrears on affected accounts
• Maintain records of cases in hardship
• Maintain contact with clients providing support and information as applicable
• Refer cases to Risk and liaise with external stakeholders
• Attend/respond to incoming email and phone requests
• Update internal and external stakeholders with hardship enquiries

• 3+ years collection experience
• Previous experience with hardship assessment
• Knowledge of regulatory requirements and legislation
• Experience in dealing with vulnerable customers
• Excellent customer service skills, portraying strong empathy
• Sound communication skills (verbal and written)
• Ability to work well under pressure and multi-task

Career development opportunities exist as you may provide support to differing areas of the team which could include exposure to recovery and legal action. 

At ING we are united by our purpose to help our customers get ahead. We dream big, making positive differences in the lives of our customers through innovative technology and simple banking. And the fact that we're Australia’s Most Recommended Bank makes us smile a thousand smiles. It’s a genuine honour and a privilege. We have a casual dress code, and we are an untraditional bank! 

ING encourages applications from all backgrounds and ages, including different cultures, people with disability, sexual orientation, family and caring responsibilities and indigenous Australians.

This isn’t just your next job, this is your next career!

(One last thing, ING operates a direct talent sourcing model so no agency introductions please)