Hardship Officer

What’s in it for you;

• Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters.
• Central Docklands Location: The office is conveniently located close to public transport, cafés, and local amenities, making your day smoother.
• Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance.
• Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you.

As a Hardship Officer, you will be responsible for supporting customers experiencing financial or personal difficulties. You will manage a caseload of vulnerable customers, applying empathy, sound judgment, and regulatory knowledge to deliver tailored solutions that support positive and sustainable outcomes.

What You’ll Be Doing;

• Make Every Conversation Count: Manage a portfolio of hardship customers, providing compassionate support across phone and email while owning cases from start to finish
• Process Hardship Applications with Care: Assess and process hardship applications, reviewing customer financial information to determine appropriate outcomes in line with policies, regulatory requirements, and individual circumstances
• Turn Insight into Solutions: Assess each customer’s financial situation and develop tailored arrangements that align with their circumstances and business requirements
• Quality & Compliance Driven: Maintain accurate file notes and ensure all interactions, decisions, and outcomes meet hardship policies, regulatory frameworks, and quality standards
• Be the Link to Support: Connect customers to external support services where needed and contribute to team discussions, training, and ongoing development.

What You’ll Bring;

At Recoveriescorp, we focus on the skills you bring, not just your resume. Whether you have experience in customer service or are looking to step into a new challenge, we want to see what you can do.

As part of our process, you will complete an interactive skills assessment through Vervoe. This is your opportunity to experience real job-related tasks and showcase your strengths beyond your resume.

Keep an eye on your email including your junk folder, so you do not miss out on the chance to join our team.

The Mindset You’ll Bring;

• Empathy & Communication: You approach every conversation with care, patience, and understanding, especially when supporting vulnerable customers.
• Sound Judgment: You assess complex situations and make balanced, fair decisions aligned to policies and customer needs.
• Resilience & Professionalism: You stay composed in sensitive or challenging interactions and maintain a high level of professionalism.
• Problem Solving & Attention to Detail: You enjoy working through complex cases, finding practical solutions, and maintaining accurate, well-documented records.

Why You’ll Love this Role;

• A Team That Knows Balance: Enjoy a workplace that mixes fun with focus – from shared food days and social catch-ups to recognising and rewarding the hard work that helps us succeed together.
• Make a Real Impact: Support customers through challenging situations and help them move toward more secure financial outcomes.
• Build Specialist Skills: Develop expertise in hardship and vulnerability, gaining valuable experience in financial assessment and complex case management.
• Do Meaningful Work, the Right Way: Be part of a business that prioritises ethical decision-making, customer care, and compliance in every interaction.

Apply today or reach out to talent@symbos.com.au for more information.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

About Us;

Recoveriescorp is part of Symbos, a growing, people-powered outsourcing services group with over 30 years of cross-industry experience, partnering with more than 250 clients across enterprise, government, and emerging sectors. Our team of 1,200+ professionals operate across Australia, New Zealand, Fiji, the Philippines, and South Africa, delivering meaningful outcomes across customer experience, managed services, and operational transformation.

We operate with a unique ‘Glocal’ delivery model, locally led, regionally integrated, ensuring clients benefit from both strong in-market accountability and smart delivery models across regions. With a track record of long-term partnerships, award-winning performance, and a culture built on agility and collaboration, Symbos is a place where great people come to do their best work.

We engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community. If you’re passionate about shaping the future of service delivery and want to be part of a team that values performance, innovation, and trust, Symbos offers the platform to thrive.