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About the Role

The Senior Financial Hardship Consultant provides personalized and timely support to customers experiencing financial hardship, while also coaching team members to achieve more consistent, sustainable, and customer-focused outcomes. This role dedicates approximately 60% of time to direct customer support and 40% to team capability building.

Responsibilities

• Handle inbound and outbound calls to support customers experiencing financial hardship, building rapport, showing compassion, understanding situations, and communicating options.
• Assess and process hardship applications, reviewing customer circumstances to determine appropriate sustainable solutions in line with policies, regulatory requirements, and individual needs.
• Connect customers to external support services to assist them in resolving financial difficulties holistically.
• Maintain accurate file notes and ensure all interactions, decisions, and outcomes meet hardship policies, regulatory frameworks, and quality standards.
• Log and resolve hardship-related complaints as required.
• Work closely with customers’ financial counsellors to implement sustainable solutions.
• Complete quality assurance reviews of customer interactions, hardship assessments, and case outcomes to identify strengths, coaching opportunities, and risks.
• Support Financial Assistance team members through side-by-side coaching, feedback, guidance, and training to improve customer conversations, decision quality, and consistency.
• Identify emerging trends, themes, and insights from customer interactions and quality reviews to improve processes, coaching focus areas, and portfolio management.

Requirements

• Previous hardship experience within the banking and financial services industry, as a quality analyst, senior officer, or team leader is required.
• Experience in collections, complaints, or supporting other vulnerable customers will also be considered.
• Highly developed interpersonal skills, with the ability to build rapport and guide customer conversations toward appropriate, sustainable solutions.
• Strong decision-making and problem-solving skills.
• Strong customer focus, with a passion for delivering quality outcomes for customers, through both verbal and written communication.
• Demonstrated ability to coach, support, and provide constructive feedback to team members to improve quality, consistency, and customer outcomes.
• Experience completing quality assurance reviews, identifying coaching themes, and supporting continuous improvement is highly regarded.
• Capacity to efficiently manage time and multitask with a strong commercial mindset.
• Proficiency in Microsoft Office Suite (advanced level preferred).

Skills

• Customer empathy and communication
• Coaching and capability building
• Quality assurance and judgement
• Case management and prioritisation
• Collaboration and continuous improvement

Location

• Remote

Work Type

• Full-time

Experience Level

• Senior

Education Level

• Tertiary qualification in Administration, Business or similar is beneficial, but not essential

Benefits

• Birthday leave
• Health and wellbeing leave
• Volunteering day
• $500 ergonomic equipment reimbursement
• Recruitment referral program (up to $5,000)
• Employee rate program for auto finance
• Paid parental leave
• SPARK employee benefits program (discounts, wellbeing support)
• Purchased annual leave
• Diversity flex leave

About the Company

• Angle Auto Finance is working together to put more Australians in the driver’s seat.
• We’re tech-forward and fast-moving, offering opportunities to learn and grow.
• We are proud of our inclusive, flexible workplace and our community involvement.
• We believe working here is genuinely rewarding.

Equal Opportunity

• Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce.
• We ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.