About the opportunity

As a Hardship Officer in our Mortgage Help Centre, you’ll make an impact by:

• Engaging with customers facing financial difficulty to fully understand their situation and needs.
• Conducting in-depth credit analysis and workshopping suitable options to provide acceptable tailored solutions that meets the needs of our customers.
• Building an open and supportive relationship with the customer that will empower our customers to regain financial stability and foster long-term financial well-being.
• Having ownership over your accounts: exercising judgement and making appropriate recommendations that will safeguard customer and shareholder interests whilst ensuring the Bank is meeting Regulatory requirements.

We have three permanent full-time positions available! We offer flexible work options that put our people first, and a hybrid model of 60% based out of our Adelaide corporate office.

What you’ll bring to the role

To be successful in the role you will have:

• Experience in hardship management, collections, credit assurance and/or consumer lending, with the ability to hold needs-based and outcome-oriented conversations, review a customer’s financial position and provide suitable solutions.
• Excellent communication skills, with strong listening skills and ability to remain calm and positive whilst holding difficult conversations and reaching an agreed plan of action. 
• Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts.
• An understanding of, and experience dealing with, customers who are vulnerable and/or experiencing financial difficulty with the ability to use discretion and empathy.
• Good time management skills with the ability to prioritise and manage workloads to meet SLAs.
• Ability to grow and develop your capabilities through structured and constructive feedback.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

If this sounds like an opportunity for you check out the attached Position Description.  Hardship Officer - PD.docx

Please note, all internal candidates are required to notify their leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.


For a confidential discussion about what this opportunity can mean for you, please contact Ashley Mason, Talent Acquisition Advisor.

For more information, check out the Application Process for Internal Candidates page. 

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now!

Applications close COB Thursday, 14 August 2025