About the Role

As the Team Leader – Financial Assistance, you will support the day-to-day operations of the Financial Assistance team and help ensure customers experiencing financial difficulty receive timely and fair outcomes.

You will provide operational guidance, allocate workflow and support case managers with complex assessments, ensuring all Financial Assistance applications are managed in line with service levels, regulatory obligations and internal policy. You’ll work closely with borrowers, internal stakeholders, solicitors, valuers and other external partners to ensure every customer receives a fair, consistent and professional experience.

What You’ll Be Doing

• Overseeing and allocating daily workflow for the Financial Assistance team.
• Ensuring Financial Assistance assessments are completed within required SLAs.
• Assessing financial information, verifying supporting documents and recommending appropriate short‑term financial arrangements.
• Providing guidance, training and day‑to‑day support to team members, including during absences.
• Identifying issues impacting borrowers and presenting clear, timely recommendations to resolve them.
• Monitoring Financial Assistance cases and arrears accounts to ensure proactive, compliant and consistent management.
• Ensuring all enquiries and applications are handled in accordance with internal policies, regulatory requirements and guidelines.
• Identifying potential risk indicators such as fraud or loss and escalating to Recoveries when appropriate.
• Maintaining strong, professional relationships with borrowers, internal teams and external service providers.
• Continuously reviewing and recommending process improvements to enhance customer outcomes and operational efficiency.
• Recommending enforcement action or recovery proceedings where appropriate.

What You’ll Bring

Experience & Knowledge

• 3–5 years’ Exposure to mortgage collections, hardship management or credit control environments.
• Understanding of relevant legislation including the National Consumer Credit Protection Act and Privacy Act.
• Familiarity with mortgage enforcement, litigation processes or mortgage insurance (desirable).Supporting customers experiencing financial hardship and identifying vulnerability indicators.
• Ability to assess borrower financial situations, both written and verbal.
• Knowledge of the National Consumer Credit Code (or equivalent), the Privacy Act and the expectations set by ASIC in report 782
• Exposure to credit assessment, lending procedures,
• Experience in high‑volume call centre environments (desirable).

Skills & Attributes

• Strong verbal and written communication skills.
• Excellent negotiation and analytical capabilities.
• High numerical literacy with strong attention to detail.
• Empathetic, compassionate and customer‑focused approach.
• Strong time management and ability to prioritise effectively.
• High computer literacy and confident system navigation skills.
• Ability to build strong working relationships and promote team harmony.
• Collaborative and supportive team mindset.

Qualifications

• Tertiary qualification in finance or related field (desirable).

Why Join Us?

This is a fantastic opportunity to step into a role where your expertise, initiative and care for customers can help shape outcomes. You’ll join a supportive environment where continuous improvement, collaboration and professionalism are valued.

If you’re passionate about helping customers, confident in navigating complex financial situations and ready to support a high‑performing team, we’d love to hear from you.