Senior Officer – Collections & Hardship

About the role

ANZ’s Collections & Hardship Team is looking for a Senior Officer to support customers experiencing financial difficulty. You will help deliver fair, sustainable outcomes by guiding customers through repayment options and hardship assistance, contributing to their financial wellbeing.

Key responsibilities

• Engage with customers via inbound and outbound contacts to understand their circumstances and support needs.
• Conduct empathetic, solution‑focused conversations while balancing regulatory and policy requirements.
• Assess each case, identify appropriate assistance options, and negotiate suitable repayment arrangements.
• Recognise signs of vulnerability, hardship or financial stress and respond in line with ANZ guidelines.
• Take ownership of issues, drive resolutions to completion and maintain accurate account records.
• Collaborate with internal teams to manage risk and ensure compliance.

Required profile

• Strong customer‑service orientation with the ability to handle sensitive financial situations.
• Excellent communication and active‑listening skills.
• Analytical mindset to evaluate customer information and propose appropriate solutions.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Attention to detail and accurate documentation habits.

Required skills