Financial Assistance Officer – Case Management

Wisr

Financial Assistance Officer in a fintech helping customers regain financial stability through tailored solutions. Manage arrears and customer support through phone and email interactions.

Posted 6/2/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Demonstrated experience working within a collections or hardship role, ideally in consumer lending
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
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
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

Benefits

Comp & perks

Flexible and hybrid working
$500 every year to spend on your wellbeing
Take an extra Annual Leave day off on us every financial year, with A Day on Wisr
Own your career journey by upskilling with unlimited access to LinkedIn Learning
Access to ClassPass for a range of fitness and wellness options
Generous paid parental leave to support your transition to parenthood
Regular social events and awesome team offsites
Access to our Employee Assistance Program, Uprise with up to 6 coaching sessions per year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

collections experiencehardship managementcustomer servicedispute resolutionnegotiation skillsattention to detailtime managementmulti-taskinginbound callingoutbound calling

Soft Skills

communication skillsrapport buildingsolution-orientedtech savvyinquisitive