Customer Specialist Support Advisor - Hardship

Job description

About the role We’re seeking a Customer Specialist Support Advisor - Hardship to provide timely, empathetic, and specialist support to customers experiencing financial difficulty. You’ll join a dedicated and supportive team focused on driving continuous improvement and delivering exceptional outcomes for our customers. (Melbourne or Brisbane Office location preferred) Day-to-day, you will: Manage hardship applications end-to-end via phone and email, ensuring every interaction is timely, empathetic, and professional Assess financial hardship request and partner with customers on suitable support plans, ensuring consistent follow-up Investigate and resolve cases within agreed service levels (SLAs), prioritising urgent and sensitive matters Apply fee waivers, credits, and adjustments in line with guidelines to achieve fair, and sustainable outcomes Balance customer needs with business risk, managing sensitive cases to minimise reputational impact and avoid escalations Proactively identify systemic issues and provide feedback to improve our processes and customer experience Build and maintain strong working relationships with key internal teams and external partners (e.g. Ombudsman, fi...