Hardship Customer Support Executive

Location: Melbourne, VIC, Australia; hybrid arrangement with three days in the office and two days remote or from home

Company

hirify.global provides telecommunications services that connect millions of Australians and supports customers, businesses, and communities through its network.

What you will do

• Assess customers’ financial circumstances and capacity to pay, and deliver tailored hardship solutions.
• Manage hardship cases end to end, including assessment, negotiation, implementation, review, escalation, and resolution.
• Communicate daily with Financial Counsellors, responding to referrals and enquiries and providing guidance on processes, documentation, available options, and next steps.
• Build relationships with financial counselling organisations and community support services to coordinate customer assistance.
• Resolve enquiries through empathetic communication, problem-solving, and customer advocacy while reducing complaints.
• Identify risks involving family violence, financial abuse, privacy, safety, and wellbeing, and contribute to improvements in hardship processes.

Requirements

• Experience in collections, customer service, financial hardship, or a related field.
• Knowledge of privacy, credit, regulatory, and industry requirements.
• Strong communication, negotiation, relationship-building, and problem-solving skills.
• Ability to assess customer circumstances, identify support pathways, and balance customer needs with business objectives.
• Ability to manage high-volume enquiries and hardship casework in a regulated environment.
• Resilience, sound judgement, adaptability, and a strong customer-focused approach.

Nice to have

• Previous experience in financial counselling.
• Understanding of how Financial Counselling teams support customers experiencing financial difficulty or vulnerability.

Culture & Benefits

• Flexible hybrid working with three office days and two remote or home-working days.
• Competitive remuneration, an $80 monthly credit, colleague discounts, and discounts with retail partners.
• Competitive leave policies, including up to 16 weeks of inclusive, carer-neutral paid parental leave.
• Access to colleague-led networks, diversity initiatives, and 24/7 counselling and wellbeing support.
• Office campus facilities include cafes, a convenience store, chill-out zones, a GP, post office, gym, and on-site childcare.
• Free bus service from Macquarie University Metro Station.