Financial Assistance Officer - Case Management

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. If you require reasonable adjustments, please reach out to us via careers@wisr.com.au.   Our Why, What and How  We are a proudly purpose-led ASX-listed fintech on a mission to power peoples’ progress and make a real difference in the world, starting right here in Australia. By building products and experiences designed to have a positive impact on the financial health and lives of our customers, we are inching ever-closer to achieving our purpose.  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. The better we do this, the more positive change and impact we can have on our customers. Now is the time to join one of Australia’s fastest growing fintechs and make an impact. We are a people first business and value flexibility as part of our work - our team work in a hybrid working environment, 3 days per week in our beautiful office space. About the Role   We’re looking for a compassionate and detail-oriented Financial Assistance Officer to join our Financial Assistance team. You’ll be the first point of contact for Wisr customers who need support, working with them to find tailored, sustainable solutions to regain their financial stability.    What you’ll do: Manage a portfolio of customers who are in arrears via inbound/outbound calling and emails. Ensure collections activities are performed in line with NCCP, Privacy Act, debt collections guidelines, credit reporting framework, and within relevant internal policies and guidelines. Effectively communicate and build rapport with customers, assisting them in getting their loans back on track. Support customers who wish to pay out their loan, amend account details, and set up payment arrangements Liaise with our external partners or third parties to ensure we are supporting Wisr customers Set up and manage payment arrangements Assess hardship applications and manage existing hardship loans Coordinate the issuance of default and legal notices Ad hoc activities as required What Success Looks Like in Your First 6 Months You will be confidently managing your portfolio, staying on top of calls, emails, and cases, while hitting agreed productivity, payment, and hardship turnaround targets. You will connect with customers to lift conversion rates on promise-to-pay arrangements and real-time payments, helping more people get their loans back on track. You will keep communication flowing smoothly, responding to emails promptly and ensuring there’s no backlog standing in the way of great customer outcomes. You will consistently meet high Quality Assurance standards, demonstrating compliance, clear communication, and professional conduct in every interaction.   About you   You have demonstrated experience working within a collections or hardship role, ideally in consumer lending. You'll have working knowledge of hardship obligations, responsible lending principles, and the regulatory frameworks governing collections - including the NCCP Act, Australian Privacy Principles, Debt Collections guidelines and Credit Reporting framework.    Beyond technical knowledge, you're comfortable operating in a fast-paced environment and can balance competing priorities without losing sight of the customer.   You will also have:  A proven track record of providing superior customer service in a fast-paced environment, handling high volumes of calls Solid verbal and written communication skills with the ability to speak appropriately with people of all levels Excellent attention to detail, time management skills and ability to multi-task A genuine interest in finding solutions for customers Strong dispute-handling and resolution skills Excellent negotiating skills Tech savvy, inquisitive, and the ability to pick up new programmes and processes quickly