About the role
Not your average lender. Not your average workplace.
At Jacaranda Finance, we do lending differently. We're an award-winning, Australian-owned digital consumer lender on a mission to help everyday Australians build a better financial future. Our mission is simple but powerful: To be the backup lender of choice for everyday Australians when their bank says no.
The Role:
We're looking for a Hardship & Insolvency Specialist who thrives on supporting customers through complex and sensitive situations. This person will take ownership of hardship cases, working closely with customers and third parties to deliver fair, sustainable outcomes while providing a supportive and empathetic experience.
What you'll be doing:
Manage sensitive customer interactions across phone, email, and other channels
Work with customers and representatives to create tailored, sustainable repayment plans
Provide empathetic support to customers experiencing financial hardship or insolvency
Liaise with third parties (e.g. financial counsellors, legal representatives) to support customer outcomes
Review and action daily reports, prioritising hardship and high-risk accounts
Proactively identify risks and solve problems before they escalate
Deliver clear, professional, and compassionate communication
Ensure all cases are managed in line with compliance, policy, and regulatory requirements
Contribute to process improvements and share insights from customer interactions
Participate in ongoing training, 1:1s, and continuous development
You'll thrive here if you have:
A minimum of 2 years' experience in hardship, collections, or a similar role
Take ownership and show strong judgment in complex customer situations
Lead with empathy while balancing fair and responsible outcomes
Communicate clearly, confidently, and with care
Are resilient and composed when handling emotionally challenging conversations
Think critically and solve problems with practical, customer-focused solutions
Act with integrity and align with responsible lending practices
Want to be part of a team that supports each other and improves every day
Why Jacaranda?
Because we genuinely care about our people.
Great Place to Work® certified
Competitive, above-market base salary
Monthly incentive scheme
$1,000 annual learning budget + ongoing training + Go1 Learning
Career progression & internal promotion pathways
Birthday leave + $500 annual leave bonus
Free daily coffee at the local café
Office dogs (Toby, Polly & Monzi)
Hybrid working model (Milton HQ) after probation
Monthly Core Value Awards with prize draws up to $1,000
A workplace where wellbeing, purpose and performance go hand in hand
Our culture matters to us. We believe great work happens when people thrive together. To help you understand how we work, what we value, and what you can expect at Jacaranda, we've put together our Thriving Together document. Ready to see what thriving together really means? Click here - Click here - https://lnkd.in/gQ7CP2pm
Ready to Apply? If you're a Hardship & Insolvency Specialist who wants meaningful work, supportive leadership, and a culture that genuinely cares, we'd love to hear from you. By applying for this role, you'll be added to our talent mailing list and may receive updates about new opportunities as they become available. You can unsubscribe at any time.
We may use AI tools to support parts of our hiring process, like reviewing applications or assessing responses. These tools help us move faster, but people make the final decisions. If you'd like to know more about how your data is handled, just reach out.
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