Hardship & Insolvency Specialist

Role Overview

Hardship & Insolvency Specialist at Jacaranda Finance, providing empathetic support to customers in complex and sensitive financial situations. You’ll own hardship cases end-to-end, working with customers and third parties to deliver fair, sustainable outcomes.

Responsibilities

• Manage sensitive customer interactions across phone, email, and other channels
• Create tailored, sustainable repayment plans with customers and representatives
• Provide empathetic support for customers experiencing financial hardship or insolvency
• Liaise with third parties (e.g., financial counsellors, legal representatives) to support outcomes
• Review and action daily reports, prioritising hardship and high-risk accounts
• Proactively identify risks and resolve issues before escalation
• Deliver clear, professional, and compassionate communication
• Ensure cases are handled in line with compliance, policy, and regulatory requirements
• Contribute to process improvements and share insights from customer interactions
• Participate in ongoing training, 1:1s, and continuous development

Requirements

• 2+ years experience in hardship, collections, or a similar role
• Strong judgment and ability to take ownership in complex customer situations
• Empathy balanced with fair and responsible outcomes
• Clear, confident communication
• Resilience and composure during emotionally challenging conversations
• Critical thinking and practical, customer-focused problem solving
• Integrity and alignment with responsible lending practices

Nice to Haves

• Not explicitly stated (focus is on demonstrated experience in hardship/collections and judgement).