About the role

We’re looking for an empathetic and solution-oriented Financial Assistance Officer to join Resimac’s Collections & Hardship team, supporting customers through challenging financial circumstances across our mortgage and asset finance portfolios.

In this hands-on and impactful role, you’ll assess hardship applications, design fair and sustainable repayment arrangements, and guide customers through the hardship lifecycle from entry through to successful exit. You’ll balance empathy with strong commercial judgment, ensuring outcomes meet both customer needs and business requirements.

You’ll work closely with internal teams and external stakeholders, including borrowers, solicitors, and valuers, while helping identify and mitigate potential financial or reputational risks. You’ll also play a senior, supportive role within the team, providing guidance, training, and day-to-day assistance as needed.

About you

• 3+ years’ experience in Collections or Hardship, with at least 2 years in Mortgage Collections or Hardship.
• Strong understanding of consumer credit legislation, privacy requirements, and hardship frameworks.
• Experience managing mortgage security, litigation matters, and legal recovery processes.
• Confident assessing borrower financial positions and negotiating sustainable outcomes.
• Strong communication, negotiation, and analytical skills.
• Empathetic, customer-focused, and commercially astute.
• Comfortable working in a fast-paced, high-volume environment.
• Strong relationship management and teamwork skills.

What’s in it for you?

Resimac offers a collaborative culture that encourages career growth, professional development, and workplace flexibility.

With a focus on our people, Resimac offers several employee benefits, including:

• Supportive and friendly environment where we pride ourselves on being approachable
• WFH flexibility
• Wellness hour – get 2 hours each month to take back time for yourself!
• Internal opportunities to cross-train in other teams and areas of the business
• Reward platform with access to discounts, deals, and cashback offers
• Monthly cake day to celebrate birthdays
• Breakfast Bar – daily breakfast provided to help fuel your day!
• Other outstanding benefits including paid parental leave (16 weeks), volunteer opportunities, salary packaging, EAP, reward platform access, and external professional development opportunities.

Resimac is committed to building a diverse and inclusive workplace and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI communities, mature workers, people living with disability, and individuals from diverse cultural backgrounds.

Please note that unsolicited applications from recruitment agencies will not be accepted.