About the opportunity

As Senior Hardship Officer, you will support the business objectives of the Bank in the management of customers in Financial Difficulty (Hardship).  You will work with our staff to provide coaching, support and guidance.

The Senior Hardship Officer supports our customers experiencing financial difficulty by assessing their financial position, understanding their situation and needs. This ensures we provide tailored service whilst acting commercially to provide solutions.

In this role you’ll get to…

• Create a high-performance team and culture within department of responsibility
• Provide Leadership for the team ensuring prompt and effective follow up of accounts is undertaken.
• Be able to move fast for Staff and our Customer and act within a higher Non-Performing DLA
• Provide a high level of support, development and coaching to staff in all facets of Hardship activities.
• Be one of the first sources of advice and guidance in relation to Hardship policy, procedures, and processes.
• Drive continuous improvement supporting our strategy of reducing complexity, investing in capability, and telling our story.
• Exercise judgement and make appropriate recommendations in terms of NCCP, Banking Code of Practice, Debt Collections Guidelines, Comprehensive Credit Reporting whilst providing an appropriate level of customer service.
• Work collaboratively with all the relevant internal and external stakeholders.

What you’ll bring to the role

To be successful in the role you will have:

• Knowledge of Bendigo & Adelaide Bank Limited credit products.
• Operational knowledge of the regulatory environment. 
• Ability to respond to difficult customer scenarios using effective conflict resolution skills.
• Highly effective negotiation and interpersonal skills.
• Ability to build relationships with customers (both internal and external)
• High level of verbal skills
• High level of Problem solving
• Display sound judgement & creativity in decision-making to support customer needs.
• Hardship Experience preferred.

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.

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, 7 August 2025

 Senior Hardship Officer - PD.docx