Customer Specialist Support Advisor - Hardship
On-site · Brisbane central business district, Queensland, Australia
Job Summary
Customer Specialist Support Advisor - Hardship delivering empathetic, end-to-end hardship support for customers in financial difficulty. Responsibilities include managing hardship applications via phone and email, assessing hardship requests, applying fee waivers/credits, resolving cases within SLAs, balancing customer needs with business risk, identifying systemic issues, and collaborating with internal teams and external partners (e.g., Ombudsman, financial counsellors, community agencies). Requires experience in complex customer management or credit/collections, strong written and verbal communication, dispute resolution knowledge, and the ability to handle multiple cases in a fast-paced environment. Office-based roles in Melbourne VIC or Brisbane, Australia.
Required Qualifications
- 2+ years experience in a complex customer management, Credit/Collections, financial hardship or complaint-handling role
- strong communication skills (verbal and written)
- knowledge of dispute resolution methods
- ability to manage multiple hardship cases end-to-end
- collaborative team player with continuous-improvement mindset
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