Hardship Officer

About us

Commercial Credit Control is a people-first, national leader in our industry, helping businesses and individuals navigate their financial journeys with care and compassion. At the heart of what we do is making a real difference, and we want you to be part of it!

We’re part of the Investors Central Group, which offers you the opportunity to develop your career across multiple entities and locations.

The opportunity

We’re looking for Financial Hardship Officers to join our growing team.

This role is centred on supporting customers experiencing financial difficulty. You will be the person who listens first, understands their situation, and works collaboratively to find sustainable, realistic solutions. If you value empathy, structure, and meaningful conversations, this role will give you the opportunity to make a genuine impact every day.
Entry level applicants welcome - you will receive full training, strong leadership support, and clear development pathways as you build your capability.
We are open to both part-time and full-time candidates. We believe in balancing productivity with personal time, so you can plan your day in a way that works best for you.

Key responsibilities

In this Financial Hardship focused role, you will:

• Assess and manage hardship accounts with empathy, professionalism and sound judgement.
• Conduct detailed financial discussions to understand a customer’s full circumstances.
• Review income, expenses and serviceability to determine appropriate hardship outcomes.
• Develop sustainable repayment or assistance arrangements tailored to individual needs.
• Maintain detailed, compliant case notes and documentation.
• Liaise with internal teams and external stakeholders on more complex hardship cases.
• Ensure strict compliance with NCCP obligations, ASIC guidelines, internal hardship policies and regulatory requirements.

About you

This role could be a good fit if you:

• Have experience in customer service and have a genuine interest in helping customers.
• Are confident handling sensitive conversations with calmness and empathy.
• Can balance compassion with clear boundaries and strong process discipline.
• Are self-motivated and thrive in a structured, fast-paced environment.
• Have strong attention to detail and time management skills.
• Can work autonomously while contributing positively to a team culture.
• Bring a solutions-focused mindset and positive attitude.

While experience in hardship or customer service is a bonus, it’s not essential — we’re all about potential and passion! Especially if you enjoy problem solving and genuinely helping people move forward.

What’s in it for you? 

This is a chance for you to gain a permanent position within a stable, growing, public company. Based in a vibrant office space in the heart of Varsity Lakes, we're all about rewarding our team with:

• Weekly cash prize competitions
• Employee share investment opportunities
• Gym & private health discounts
• Novated lease benefit
• EAP and wellbeing support
• Themed days, team lunches & events – fun is part of the job!
• No weekend work – work/life balance!