Financial Assistance Officer

About us

Resimac Group is a dynamic and leading ASX-listed non-bank lender and multi-channel distribution business in Australia and New Zealand.  We enable homeowners and businesses to achieve their dreams by providing innovative, fast and accessible lending solutions to homeowners, consumers and business across Australia and New Zealand. 

Our brands include Resimac, Resimac NZ, homeloans.com.au and Resimac Asset Finance and we’re proud to be servicing over 50,000+ current customers, with assets under management of over $15 billion, and a fast-growing workforce of over 330 people operating across Australia, New Zealand and the Philippines.

As a Financial Assistance Officer, you'll play a key role in supporting customers experiencing financial difficulty, providing tailored assistance solutions that align with Resimac's policies, regulatory obligations, and customer-first approach. Working closely with customers to understand their circumstances, you'll assess hardship applications and identify sustainable solutions while effectively managing risk. It's a role for someone who combines empathy and strong communication with sound decision-making to help customers navigate financial challenges and regain stability.

Customer Assistance & Case Management

• Support customers through their arrears and financial assistance journey by identifying and implementing tailored solutions.
• Manage customer interactions across inbound and outbound calls, email, SMS, and written correspondence.
• Assess hardship applications and customer financial circumstances in accordance with regulatory requirements and internal policies.
• Establish, manage, and review payment arrangements and hardship assistance plans.
• Monitor existing hardship arrangements and proactively identify opportunities to improve customer outcomes.
• Assist customers and their representatives, including financial counsellors, with navigating available assistance options.
• Maintain accurate and comprehensive customer records and case notes.

Collections & Recovery Management

• Manage arrears accounts in accordance with business policies and regulatory obligations.
• Oversee the issuance of default notices, legal notices, and other statutory communications where required.
• Identify accounts requiring escalation and recommend appropriate recovery strategies.
• Work collaboratively with legal representatives, mercantile agents, valuers, and other third-party service providers.
• Balance customer support outcomes with the protection of Resimac's interests and risk management obligations.

Compliance & Risk Management

• Ensure all financial assistance and collections activities comply with applicable legislation, including NCCP requirements, Australian Privacy Principles, ASIC and AFCA expectations, and Debt Collection Guidelines.
• Identify and escalate potential financial, conduct, operational, compliance, or reputational risks.
• Maintain high-quality documentation and ensure all customer interactions are managed professionally and consistently.
• Contribute to continuous improvement initiatives and recommend process enhancements where appropriate.

Experience

• Previous experience in Financial Assistance/Hardship, Collections, Arrears Management, or Customer Resolution roles.
• Experience within financial services, lending, mortgage servicing, or credit environments.
• Demonstrated experience assessing customer financial circumstances and negotiating sustainable outcomes.
• Experience managing complex customer interactions and vulnerable customer situations.
• Collaborates effectively with team members and stakeholders to achieve shared business objectives and deliver positive customer outcomes.
• Minimum 2 years of mortgage hardship or collections experience.
• Sound knowledge of National Consumer Credit Code or equivalent legislation and Privacy Act.
• Experience in a high-volume call center environment (desirable).
• General knowledge of credit assessment policies (desirable).
• General knowledge of lending/credit procedures (desirable).
• General knowledge of other relevant acts i.e.; Real Property, Bankruptcy, etc. (desirable).

Knowledge

• Strong understanding of financial hardship and customer assistance practices.
• Understanding of mortgage servicing, collections, and recovery processes is highly regarded.
• Working knowledge of: National Consumer Credit Protection Act (NCCP); Australian Privacy Principles (APPs); ASIC and AFCA requirements; ACCC/ASIC Debt Collection Guidelines.

Skills & Attributes

• Strong customer focus with a genuine desire to help customers through challenging circumstances.
• Empathetic approach with the ability to manage difficult conversations professionally and respectfully.
• Excellent verbal and written communication skills.
• Strong negotiation, dispute resolution, and problem-solving capabilities.
• Sound analytical and decision-making skills.
• Ability to manage competing priorities in a fast-paced environment.
• High attention to detail and strong organisational skills.
• Ability to work collaboratively within a team environment while contributing to broader business objectives.

Qualifications

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