Financial Assistance Specialist

Zip Co, Sydney, NSW, Australia Financial Assistance Specialist Location: Sydney, New South Wales, Australia Posted 3 days ago – Apply now to join a fast‑moving fintech team. Overview Our Financial Assistance team reviews customer requests for financial hardship assistance and manages the end‑to‑end process while building strong relationships with our customers. We adopt a customer‑centric approach by displaying empathy and providing viable options tailored to customers’ needs. Responsibilities Provide support to financial distress customers and agree on a reasonable repayment option in line with our internal financial hardship policy. Oversee hardship case management: review requests, offer options, monitor agreements, and ensure adherence to policy. Perform all administrative duties related to ensuring efficiency. Assist multiple clients, respond to queries in a timely and professional manner, and solve customers’ problems providing excellent service. Collaborate with customers and/or their financial counsellors to create workable solutions that are best for both parties. Support the management of Vulnerable Customer cases to ensure fair treatment and compliance with internal policies. Work with Collections Team Leaders to update systems, monitor results, and contribute to strategic development. Assist in Internal and External Disputes Resolution processes, including conciliation, reporting, and documentation preparation. Demonstrate resilience, empathy, collaboration, attention to detail, and strong organisational, time, and project‑management skills. What You’ll Bring to the Team 2+ years of experience in collections, financial hardship, or a similar customer‑facing role. Understanding of debt collection processes and financial assistance policy and procedures. Knowledge of relevant regulatory requirements including ACCC debt guidelines and NCCPA. Strong negotiation and communication skills. Sound problem‑solving capabilities. Strong organisational and time‑management skills, with the ability to manage workload within a close‑knit team. What You’ll Get in Return 25 days paid annual leave, including birthday leave and quarterly wellbeing days. 16 weeks paid parental leave for primary carers, 4 weeks for supporting carers. Family support policies, including miscarriage bereavement leave and domestic violence leave. Mental health and wellness initiatives: $299 annual wellbeing allowance, free access for you and family members to EAP service Sonder, discounted private health insurance, and great rates on fitness sessions through ClassPass. 2 days paid volunteering leave per year. Fee‑free Zip products and discounts with Zip merchant partners (AU). Team social events, epic offices, free breakfast daily, and weekly free lunches (Sydney and Melbourne). Be a part of a team that reflects the diversity of our customers We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything that makes you unique. We are committed to ensuring our recruitment processes are accessible and inclusive. Please let us know if adjustments are needed to ensure a fair and equitable experience. About Zip Co Zip Co Limited (ASX: ZIP) is a digital financial services company offering innovative, people‑centred products that bring customers and merchants together. Operating in Australia, New Zealand and the US, Zip offers point‑of‑sale credit and digital payment services, connecting millions of customers with a global network of tens of thousands of merchants. A values‑led business guided by Customer First, Own It, Stronger Together and Change the Game. Seniority Level Associate Employment Type Full‑time Job Function Finance and Sales Industries Financial Services and IT Services & IT Consulting Referrals increase your chances of interviewing at Zip Co by 2x. #J-18808-Ljbffr