About Finance One

At Finance One, we do more than lend — we help customers find a way forward.

Since 2010, we’ve grown into a leading non-bank lender by staying true to our core values of customer commitment, accountability, empowerment and integrity. As our business has grown, so has our commitment to supporting customers through every stage of their lending journey — including when circumstances change and they experience financial difficulty.

Our Hardship and Collections teams play an important role in that commitment. They work directly with customers to understand their circumstances, navigate challenging conversations and find practical, sustainable solutions that balance customer needs, responsible lending and commercial outcomes.

We’re proud of our growth — but even prouder of how we achieve it. We back our people, take ownership of outcomes and approach every customer interaction with professionalism, empathy and integrity.

We’re now looking for a driven and capable Hardship Officer to join our high-performing Hardship Team and play a key role in helping customers experiencing financial difficulty get back on track.

About the role

Make a real difference when customers need it most.

As a Hardship Officer, you’ll play an important role in helping customers navigate challenging circumstances by listening to their situation, understanding their financial position and working with them to find realistic, sustainable solutions.

This is a role where empathy meets problem-solving. You’ll have meaningful conversations with customers, negotiate tailored repayment arrangements and support them throughout their hardship journey — while ensuring every interaction is handled professionally, accurately and in line with our regulatory obligations.

Reporting to the Hardship Team Leader, you’ll join a supportive team where your ability to communicate, think critically and genuinely care about customer outcomes will make a difference every day.

What you'll do

• Speak with customers experiencing financial hardship and take the time to understand their individual circumstances.
• Assess customers’ financial positions and capacity to pay, using a thoughtful and customer-focused approach.
• Work with customers to develop realistic, tailored repayment arrangements and appropriate hardship outcomes.
• Support customers throughout their hardship journey, helping them work towards financial stability.
• Handle sensitive and sometimes challenging conversations with empathy, professionalism and resilience.
• Negotiate practical solutions while balancing customer needs, business requirements and regulatory obligations.
• Accurately document customer circumstances, discussions, key issues, decisions and outcomes.
• Manage a portfolio of hardship accounts while maintaining a high level of accuracy and attention to detail.
• Communicate professionally with customers, internal teams and external stakeholders, both verbally and in writing.
• Identify matters requiring further consideration and appropriately escalate them to the Team Leader or Team Manager.
• Work towards monthly KPIs relating to account management, customer outcomes and compliance.
• Follow company policies, procedures, regulatory requirements and customer requirements.
• Contribute positively to the wider team and take on additional duties as required.

What you'll bring

We’re looking for someone who can combine compassion with confidence — someone who can have difficult conversations while ensuring customers feel heard, respected and supported.

You’ll ideally have:

• Experience in financial hardship, debt recovery, credit, collections, banking or a similar customer-focused environment.
• An understanding of consumer credit legislation, regulatory requirements and financial hardship practices.
• Strong verbal and written communication skills.
• Excellent negotiation and problem-solving abilities.
• The confidence to assess financial circumstances and have constructive conversations about repayment options.
• A high level of empathy, professionalism and resilience.
• Strong organisational and time-management skills.
• Excellent attention to detail and accuracy when recording customer information.
• The ability to manage a portfolio of accounts and work independently while contributing to a team environment.
• Confidence navigating multiple systems and a willingness to learn new technology and processes.
• A positive, proactive and customer-focused attitude.

Why Finance One?

We want our people to feel supported, valued and able to grow. When you join Finance One, you'll have access to:

• Employee Investment Opportunity
• Employee Assistance Program
• Subsidised gym membership
• Access to discounted private health insurance
• Opportunities for training and development

If you're someone who listens first, thinks practically, and takes pride in helping people find a way forward, we'd love to hear from you.