Hardship & Insolvency Specialist

Job description

Not your average lender. Not your average workplace. At Jacaranda Finance, we do lending differently. We're an award-winning, Australian-owned digital consumer lender on a mission to help everyday Australians build a better financial future. Our mission is simple but powerful: To be the backup lender of choice for everyday Australians when their bank says no. The Role: We're looking for a Hardship & Insolvency Specialist who thrives on supporting customers through complex and sensitive situations. This person will take ownership of hardship cases, working closely with customers and third parties to deliver fair, sustainable outcomes while providing a supportive and empathetic experience. What you'll be doing: Manage sensitive customer interactions across phone, email, and other channels Work with customers and representatives to create tailored, sustainable repayment plans Provide empathetic support to customers experiencing financial hardship or insolvency Liaise with third parties (e.g. financial counsellors, legal representatives) to support customer outcomes Review and action daily reports, prioritising hardship and high-risk accounts Proactively identify risks and solve problems before they escalate Deliver clear, professional, and compassionate communication Ensure all cases are managed 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 You'll thrive here if you have: A minimum of 2 years' experience in hardship, collections, or a similar role Take ownership and show strong judgment in complex customer situations Lead with empathy while balancing fair and responsible outcomes Communicate clearly, confidently, and with care Are resilient and composed when handling emotionally challenging conversations Think critically and solve problems with practical, customer-focused solutions Act with integrity and align with responsible lending practices Want to be part of a team that supports each other and improves every day Why Jacaranda? Because we genuinely care about our people. Great Place to Work® certified Competitive, above-market base salary Monthly incentive scheme $1,000 annual learning budget + ongoing training + Go1 Learning Career progression & internal promotion pathways Birthday leave + $500 a…