“It begins at Bendigo Bank”

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

It starts here. With Bendigo Bank… and you.

About the opportunity

You’ll love the good you can do here. Come and be part of a growing team where your passion for customer care will see you thrive in this rewarding role where you will assist our customers who are in financial difficulty.

As a Hardship Officer in our Mortgage Help Centre, you’ll make an impact by:

• Engaging with customers facing financial difficulty to fully understand their situation and needs.
• Conducting in-depth credit analysis and workshopping suitable options to provide acceptable tailored solutions that meets the needs of our customers.
• Building an open and supportive relationship with the customer that will empower our customers to regain financial stability and foster long-term financial well-being.
• Having ownership over your accounts: exercising judgement and making appropriate recommendations that will safeguard customer and shareholder interests whilst ensuring the Bank is meeting Regulatory requirements.

We have three permanent full-time positions available! We offer flexible work options that put our people first, and a hybrid model of 60% based out of our Adelaide corporate office.

What you’ll bring to the role

To be successful in the role you will have:

• Experience in hardship management, collections, credit assurance and/or consumer lending, with the ability to hold needs-based and outcome-oriented conversations, review a customer’s financial position and provide suitable solutions.
• Excellent communication skills, with strong listening skills and ability to remain calm and positive whilst holding difficult conversations and reaching an agreed plan of action. 
• Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts.
• An understanding of, and experience dealing with, customers who are vulnerable and/or experiencing financial difficulty with the ability to use discretion and empathy.
• Good time management skills with the ability to prioritise and manage workloads to meet SLAs.
• Ability to grow and develop your capabilities through structured and constructive feedback.

So, why work with us?

• Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve.
• Want to be more than just a number? Join a team that truly values you – and that gets more and more diverse every day.
• Want career opportunity AND flexibility? Achieve both here, where we know that balance and progression go hand in hand.

You’ll also get access to a great range of benefits, including:

• Hybrid work? Flexible hours? A compressed work week? We offer flexible work options that put our people first, and a hybrid model with at least 60% of your working week spent in the office.
• Health and well-being support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.
• Take your learning to the next level through opportunities like our corporate university ‘BEN U’ or at an external provider of your choice.

We’re making better, bigger. And we’ll get there with you

Could you be our newest team member? Now’s the time to set your sights even higher – on the future you and the future career you deserve. 
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now!

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

Still in two minds?  

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

Applications close COB Thursday, 14 August 2025

 Hardship Officer - PD.docx