Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

The Financial Support Consultant is responsible for supporting customers experiencing financial difficulty by processing financial hardship applications with efficiency, care and empathy. The role ensures customers experiencing financial difficulty are supported in accordance with relevant legislation, codes, service levels and the bank’s policies and procedures while prioritising fair, respectful and timely outcomes for every customer.

This role is based in Collingwood or Moe. 

Why join us

• We have big plans to become Australia’s leading purpose-driven bank.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank are essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and subsidised gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender or carer responsibility), fertility treatment, volunteer, bereavement, gender transition and family violence leave, and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Assess financial hardship applications submitted by customers and authorised third parties, ensuring timely, fair and empathetic decisions in line with legislation and bank policies.
• Engage with customers to understand their financial circumstances and clearly explain hardship options, agreement terms and credit reporting impacts.
• Recommend and approve hardship arrangements within delegated authority, balancing compliance, customer outcomes and industry best practice.
• Maintain accurate and complete records of hardship enquiries, decisions and outcomes.
• Complete due‑diligence reviews on restructured facilities, ensuring probationary standards and regulatory requirements are met.
• Work collaboratively with Customer Support & Recoveries teams to ensure a consistent and coordinated hardship approach.
• Support hardship‑related training activities for new and existing staff in partnership with Compliance & Training.
• Identify and escalate complex or high‑risk cases to appropriate leaders to ensure timely resolution.
• Contribute insights and recommendations to improve workflows, reporting and customer experience outcomes.
• Perform other duties consistent with the role as directed by the Manager, Customer & Financial Support.

What you will bring

• Genuine empathy and understanding of the challenges faced by customers experiencing financial hardship.
• Strong customer‑first mindset, prioritising customer wellbeing while delivering fair and compliant outcomes.
• Sound judgement and decision‑making skills, able to assess individual circumstances and recommend appropriate support within delegated authority.
• Excellent verbal and written communication skills, delivering clear, empathetic and professional interactions.
• Strong attention to detail, ensuring accuracy and consistency across documentation, assessments and communications.
• Effective time‑management skills, able to balance competing priorities while meeting SLAs and quality standards.
• Resilience and emotional maturity to support vulnerable customers calmly and professionally.
• Collaborative approach, working effectively with internal teams to deliver consistent hardship outcomes.
• Strong knowledge of financial hardship principles, relevant legislation and regulatory expectations, with demonstrated experience in hardship assessment within financial services.
• Proficiency in Microsoft Office and confidence using core banking or case‑management systems, with relevant qualifications or experience in finance, banking or a related field (desirable).
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.