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Career Opportunity

Hardship Officer

Locations: Sydney, New South Wales Job Function: Operations - Collections Default Employee Status: Regular Job ID: 19125727

Strategic Intent:

  • This is a key Financial Councillor and customer facing role. The main objective of this role is to assess the most suitable solution for customers’ requests for financial hardship in a timely manner
  • To provide our customers and Financial Councillors with a contact point to a skilled, knowledgeable Solutions Officer and to create excellent relationships
  • This is a complex role which requires the ability to show empathy and create trust with the client in order to help them in a significantly emotional time in their life
  • Hardship is a highly regulated process under NCCP and requires the agents to ensure that they are meeting it’s internal benchmarks, together with regulatory obligations

Your key accountabilities include but are not limited to:

  • Responsible for the assessment, investigation, and timely actioning of financial assistance requests from customers and Financial Councillors, ensuring the most appropriate remedial tool is applied
  • Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner and all customer contact is recorded in the appropriate systems
  • Ensure all departmental and regulatory Service level agreements are met
  • Undertake process improvement related projects which are focused towards providing a seamless customer experience
  • Identify and report possible preventable complaints
  • Assist customers with the preparation of their hardship request Specifically, assist customers with completing a Personal Financial Summary document
  • Make pro-active constructive improvement recommendations
  • Adhering to Citi’s policies and procedures, together with regulatory requirements
  • Undertake any other task within Hardship assigned by the Department Head when assistance is necessary
  • Conduct follow-up calls to customers who have not provided the required documents/information to enable hardship assessment

Relationship Engagement Accountabilities:

  • Develop rapport with customers, showing empathy. Set and meet customer expectations during the resolution of problems and complaints and promote Citi Brand and Values in all interactions
  • Actively participate in mediation and conciliation of the financial assistance request through Financial Councillors where relevant
  • Build relationships within business units and Financial Councillors
  • Manage and minimise potential escalation of hardship matters to complaints

To be successful in this position you must have the following skills and experience:

  • Higher School Certificate or equivalent education
  • Previous hardship management experience
  • Knowledge of NCCP Guidelines and Code of Banking Practise
  • Proficiency in Word, Excel, PowerPoint, Access and Databases
  • Experience with business writing with attention to detail
  • Ability to operate effectively in a high volume environment
  • Strong negotiating and communication skills
  • Relationship management (including interpersonal skills, communication, influence /persuasiveness/probing and getting information)
  • Strong customer orientation along with customer advocacy skills and ability to problem solve (work and think outside the square)
  • Excellent time management skills

When you work at Citi, you’ll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.

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Grade :


Time Type :Full time


Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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