Member Support Officer

The Role
As a Member Support Officer, you'll play a key role in supporting members experiencing financial difficulty by providing empathetic, practical and tailored hardship solutions. Working closely with members during challenging periods, you'll help them navigate their circumstances, assess appropriate support options and deliver positive outcomes that balance member wellbeing with responsible banking practices.
In the role you will
Manage a portfolio of hardship cases, providing support and guidance to members experiencing financial difficulty.
Conduct meaningful conversations to understand members' circumstances and identify appropriate assistance options.
Assess financial information and hardship requests to determine suitable support arrangements.
Work collaboratively with members to develop sustainable repayment solutions that support long-term financial wellbeing.
Recognise and appropriately manage vulnerable customer situations, including escalating complex or sensitive matters when required.
Maintain ongoing communication with members throughout the hardship process, ensuring transparency and positive member experiences.
Accurately document outcomes and ensure all activities meet regulatory and compliance requirements.
Support early-stage collections activities where appropriate, helping members access assistance before financial challenges escalate.
About you
You are an empathetic and resilient professional who is passionate about helping people through difficult circumstances. You lead with empathy and are skilled at building trust, while making sound, responsible decisions that support our members' long-term financial wellbeing and the sustainability of our member-owned bank.
You are a good match if you have:
Demonstrated experience in financial hardship and financial assistance, preferably within a banking or financial services environment.
The ability to assess customer circumstances and identify practical, sustainable support solutions.
Strong communication and active listening skills, with the confidence to navigate sensitive conversations.
An understanding of vulnerable customer considerations and a genuine commitment to supporting positive customer outcomes.
Strong organisational skills, attention to detail and the ability to manage competing priorities.
A collaborative mindset and a commitment to delivering fair, consistent and compliant outcomes.
See yourself in our team
This role is about people first. As a Member Support Officer, you'll help members facing financial hardship regain confidence and stability by providing tailored support, practical solutions and genuine care when they need it most.
You will be joining Beyond Bank's Member Support team, a compassionate and purpose-driven group focused on helping members navigate financial difficulty with care, respect and understanding. Every day, the team works closely with members to identify practical solutions, provide meaningful support and deliver positive financial wellbeing outcomes. If you're passionate about making a genuine difference during some of life's most challenging moments, you'll find purpose and reward in the impact you create for our members and communities.

Employment type
Contract

Work arrangement
No