Hardship Officer - NCML (American Express) - South Brisbane

We are looking for a customer-focused, analytical Hardship Officer to join our team supporting the American Express portfolio. You will support customers experiencing financial vulnerability by assessing their financial circumstances, structuring sustainable solutions, and ensuring full regulatory compliance.

Key Responsibilities

Manage inbound/outbound calls with empathy, identifying signs of vulnerability and explaining hardship assistance options clearly. Financial Assessment: Review Statements of Financial Position (SOFP/DCC), evaluate income/expenses, and apply client matrices to recommend appropriate hardship solutions. Arrangement Management: Negotiate sustainable payment plans, payment pauses, and temporary reductions; conduct regular 6-month reviews; escalate settlement offers for client sign-off.

System Administration: Accurately document cases and notarise records in the DTCCC system; manage daily and 21-day compliance trackers; issue template letters/SMS. Quality & Compliance: Perform daily note scans for missed hardship triggers, provide written process feedback to your leader for CRMS, and adhere to NCCP, privacy, and policy guidelines.

Stakeholder Liaison: Work closely with collections, customer service, and legal teams on complex escalations. What We’re Looking For Proven experience in hardship, credit, collections, or financial customer care. Strong ability to review financial budgets/SOFPs and negotiate sustainable outcomes. Experience using the DTCCC system with high attention to detail.

High empathy, active listening skills, and sound knowledge of statutory hardship obligations. If you are interested in the role and want to know more, please don’t hesitate contact Madison Hawke on ext. 6671 or [email protected] to discuss the role enquires and any questions you may have. We look forward to hearing from you!