Financial Hardship Officer | Dayshift | Onsite

Official role title: Hardship Officer

About the Role

We're on the lookout for a proactive and empathetic Hardship Officer with experience in Australian mortgages to join our growing team. In this role, you'll manage arrears accounts from early-stage delinquency through to resolution—helping borrowers get back on track or progressing recovery actions where necessary.

You'll assess hardship applications, create tailored repayment solutions, and collaborate with borrowers, lenders, and internal stakeholders to minimise loss while maintaining strong relationships and full compliance with regulatory requirements.

Who We Are

At GBSS, we're not your typical BPO—we believe work should be energising, not exhausting. We're passionate about helping our people grow, learn, and succeed in a supportive and collaborative environment.

Here, your ideas matter, your growth is supported, and your wins are celebrated. If you're ready to be part of a team that values both performance and people, this is your sign. Grow with GBSS—where your potential meets opportunity.

What You'll Be Doing

• Manage arrears accounts from early-stage delinquency through to resolution, ensuring timely and effective outcomes
• Assess hardship applications and implement suitable repayment arrangements aligned with policy and regulations
• Communicate with borrowers to understand their financial situations and negotiate sustainable solutions
• Identify high-risk accounts early and take proactive steps to minimise potential losses
• Coordinate with solicitors, insurers, and internal teams to progress recovery or legal actions when required
• Meet arrears and collections targets while maintaining compliance, accuracy, and high service standards

About You

• 3–5 years of collections experience, with strong hardship experience required; Australian background is a plus
• Proven track record in managing arrears portfolios and consistently achieving targets
• Strong understanding of hardship processes and borrower financial assessments
• Excellent communication and negotiation skills—empathetic, confident, and solutions-focused
• Solid knowledge of legal and recovery processes, including litigation and Mortgagee in Possession (MIP)
• Highly organised, detail-oriented, and able to make sound decisions in a fast-paced environment

Why Join Us

• HMO Benefit + free dependent
• Leave accrual upon hiring
• Wellness perks
• Specific client-initiated benefits