Careers at Symbos

What’s in it for you;

• Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters.
• Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance.
• Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you.
• Career Builder: Unlock opportunities to progress into support, leadership, or other roles that align with your career goals.

As a Hardship Officer, you will support customers facing financial difficulty by assessing their circumstances, collaborating with Financial Counsellors, and providing tailored relief solutions through hardship applications. You will demonstrate empathy, clear communication, and a strong understanding of financial hardship policies and procedures, to ensure customers are treated with dignity and fairness.

In this role, you will:

• Conduct Inbound and Outbound Customer Engagements - Initiate and respond to customer calls to assess financial circumstances, identify indicators of financial hardship, and establish appropriate support pathways in line with company policies and regulatory obligations.
• Coordinate Internal Referrals - Seamlessly transfer calls to relevant departments or team members when specialised assistance is required, ensuring a smooth and efficient customer experience.
• Assess and Process Hardship Applications - Review and process hardship applications where appropriate, applying sound judgment and empathy while adhering to internal guidelines and compliance standards.
• Maintain Accurate and Timely Records - Update customer accounts with detailed notes from all interactions, ensuring transparency, continuity of care, and compliance with data management protocols.

What you’ll bring:

• Understanding of the Collections Process - A solid grasp of collections procedures, including account recovery strategies and the role of hardship support within the broader collection's framework.
• Customer-Centric Mindset - Ability to actively listen and assess each customer’s unique financial situation with empathy and professionalism, ensuring tailored support and respectful engagement.
• Commitment to Continuous Learning - A proactive approach to personal and professional development, with a willingness to learn new systems, adapt to policy changes, and improve service delivery through ongoing feedback and training.