[Hiring] Recoveries and Financial Assistance Officer @HiVE P&C Portal

Role Description

As a Recoveries & Financial Assistance Officer, you'll manage a portfolio of customers experiencing financial hardship or loan repayment difficulties. Your focus will be on helping members in need by working collaboratively with them to understand their circumstances, develop practical solutions, negotiate repayment arrangements, and guide them through hardship and recovery processes. You'll also collaborate with internal stakeholders, legal representatives and third-party providers to achieve sustainable outcomes.

This is a rewarding opportunity for someone who can balance empathy with commercial judgement and enjoys problem-solving and developing practical solutions to help people through complex situations.

What You'll Be Doing

• Managing non-performing loan accounts.
• Assessing and managing customer hardship applications.
• Negotiating repayment arrangements and recovery strategies.
• Monitoring arrears portfolios and identifying customers requiring additional support.
• Working with customers to understand their circumstances and develop sustainable solutions.
• Managing debt recovery processes.
• Liaising with legal representatives and external service providers when recovery action is required.
• Providing guidance and support to branches and lending teams on hardship and recovery matters.
• Maintaining compliance with applicable legislation, regulations, policies and procedures.
• Contributing to continuous improvement initiatives within the Recoveries & Financial Assistance team.
• Ensuring high levels of accuracy, confidentiality and professionalism in all aspects of the role.

Qualifications

• Experience in a related field which may include areas such as lending, collections, financial hardship, banking and/or financial services.
• Strong communication and negotiation skills, with the ability to build rapport and manage sensitive conversations.
• A genuine customer-focused approach with high levels of empathy, professionalism and respect.
• Sound problem-solving and analytical skills with the ability to assess individual circumstances and recommend practical solutions.
• An understanding of debt recovery legislation and regulatory requirements.
• Strong stakeholder management skills and the ability to work collaboratively across teams.
• Excellent organisational skills, attention to detail and ability to manage competing priorities.
• A commitment to confidentiality, compliance and quality outcomes.

Benefits

• A supportive and inclusive team environment.
• Opportunities for learning, development and career growth.
• The chance to make a meaningful impact on customer outcomes.
• Employee benefits designed to support your wellbeing and work-life balance.

Applications

Applications close: 13 November 2026

For a confidential discussion about the role, please contact:

Lee Townsend, Recoveries and Financial Assistance Specialist

Phone: 02 6776 6465

Email: [email protected]