Hardship Specialist

Wisr is committed to building a supportive, inclusive and diverse workplace, and we strongly encourage applications from all backgrounds and identities. We’re happy to accommodate any reasonable adjustments to the interview process to ensure equal opportunity for all. Our hiring and interviewing process is designed for you to showcase your experience, skills and passion and take great pride in not just ‘ticking a box’, so if you want to do some interesting things, get in touch!

We are dedicated to creating an amazing candidate journey for every applicant. There's no 'shouting into the void' here. As a 2024 Circle Back Initiative Employer, we're committed to responding to every single applicant.

Working at Wisr

As a purpose-led organisation on a mission to bring people closer to financial wellness, we truly believe in what we do and every person who joins our team plays a part in our success. By practising what we preach (hello, $500 wellness reimbursement, 1:1 coaching via Uprise and unlimited Udemy learning!), you are empowered to own your role, your development and the space that you play in.

We value psychological wellbeing and safety, fostering a high-performing culture which enables continuous learning and growth. That ethos has earned us a spot on multiple ‘Best Places to Work’ lists over the years. We want you to bring your whole self to Wisr, so don’t worry about ticking all the boxes right away. If this role resonates with you, we want to hear from you.

We are a people first business and flexibility is key to that – whether you prefer to be in our beautiful office space full time or prefer to work in a hybrid manner, we don’t mind!

About the job

As a Hardship Specialist, you'll be a vital part of our Financial Assistance team, providing assistance to customers who are undergoing a period of financial hardship and ensuring relevant arrangements are in place to suit their needs. 
In this pivotal role, you will focus primarily on reviewing and assessing hardship applications in line with relevant guidelines and policies. 

Key responsibilities include:
• Contacting customers who are in arrears via inbound/outbound calling and emails.
• Assess customer financial situations to identify and implement potential solutions such as payment arrangements 
• Implementing hardship applications, as well as managing existing hardship loans. 
• Negotiating with relevant parties, ensuring a positive and acceptable resolution
• Coordinating the issuance of default and legal notices.
• Liaising closely and managing relationships with third-party vendors and mercantile agencies.
• Ensuring collections are performed within relevant policies and guidelines.

About you

With a strong background in working within hardship financial services, you love problem-solving and finding solutions. You will have an empathetic nature with the ability to manage difficult conversations and negotiations.
Ideally, you are an experienced hardship professional with experience working across collections and hardship.

You’ll also have: 
• Prior experience working within a hardship role required. 
• Excellent verbal and written communication skills. 
• A genuine interest and willingness to go above and beyond to ensure a balanced outcome for the customer. 
• Strong analytical skills and attention to detail.
• Strong dispute handling, resolution and negotiation skills, you love being able to find a solution to a problem. 
• Knowledge of relevant legislation such as the National Consumer Credit Protection Act and Australian Privacy Principles. 
• Ability to work in a fast-paced, high-pressure environment, driving results while balancing customer needs.

Some of Our Perks & Benefits

• Flexible and hybrid working
• $500 every year to spend on your wellbeing
• Generous paid parental leave to support your transition to parenthood
• Unlimited Udemy access to learn new skills
• Outdoor rooftop terrace overlooking the Opera House – what a view!
• Casual dress code – wear what you’re comfortable in (band tees and funky socks encouraged)
• Arcade machine & massage pod
• Regular social events and awesome team offsites
• Access via WHEREFIT to discounted gym memberships, corporate discounts for wellbeing products and more!

You’ve read this far, so… Who the hoot are Wisr?!

We’re on a mission to bring people closer to financial wellness and make a real difference in the world, starting right here in Australia. The way we’re doing it is pretty cool too. We offer smarter, fairer loans that help people kick their goals sooner, a nifty round up tool to help people get out of debt and save even faster, and a dashboard that helps people track and improve their credit scores.

Now is the time to join one of Australia’s fastest growing ASX-listed fintechs. We are proudly purpose-led with a track record of consistent quarter-on-quarter growth and we’ve got big plans on our mind.

We are a responsible bunch of humans who love helping each other out and share a penchant for learning, both personally and professionally. We love our customers (some would say a tad obsessed) and we love making your day.