Senior Hardship Officer

Full job description
If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you’ll make an impact

AMP Bank Operations is responsible for delivering a client centric service offering that enables the AMP Bank strategy. The team provide mortgage and deposits products processing for AMP Bank, its clients and originators. In addition, is responsible for embedding sound risk management practices such as quality credit decisioning that are aligned with the credit policy of AMP Bank products & services, and for the management of the mortgage portfolio to minimise potential exposure to losses through effective and timely arrears and hardship management.

As a Senior Hardship Officer, you will respond to requests for assistance from clients who are experiencing financial difficulty and are unable to meet the contractual repayments on their AMP Bank Home Loan.

Main focus areas will include but not limited to:

Receive, review, assess and decision applications for financial hardship assistance, including any supporting documentation.
Assess and understand the client’s situation and offer a financial solution (e.g. repayment plans or pauses) appropriate for the client’s circumstances balancing the needs and interests of the client and AMP Bank.
Assess and action financial hardship assistance applications within regulatory guidelines, Bank policy and procedure
Discuss complex and sensitive matters with clients or their representative, and negotiate tailored financial solutions over the telephone
Liaise with various internal teams to develop financial assistance options e.g. product switches
Respond to client enquiries and confirm financial hardship assistance solutions in writing
Maintain accurate and update records of client interactions, reasons for financial difficulty, outcomes of assessments and agreed upon hardship solutions
Assist with investigating and resolving client complaints & disputes
Participate in projects and other system/process improvement initiatives as required