Collections and Hardship Officer

About RACV

At RACV Finance, we’re a purpose led organisation committed to doing the right thing by our members. Guided by our IACT values, we pride ourselves on being a smart choice and a good company, one that supports people through all stages of life, including when times are challenging.

About the opportunity

As a Collections and Hardship Officer, you’ll play a key role in protecting RACV Finance’s assets while supporting members to manage and resolve repayment challenges. This is a hands‑on role where you’ll balance sound commercial judgement with empathy, compliance and strong relationship management.

You’ll manage delinquent accounts end‑to‑end, recommend appropriate repayment strategies including but not limited to hardship provisions, and work closely with internal teams and external partners to minimise risk, reduce bad debts and maximise recoveries, whilst maintaining positive member experience and RACV’s reputation.

What you’ll be doing

• Proactively managing delinquent accounts to reduce arrears and portfolio risk
• Initiating recovery actions, including engaging external agents and legal proceedings where required
• Assessing hardship requests and recommending appropriate loan variations or moratoriums
• Identifying potential losses and making recommendations such as non‑accruals or write‑offs
• Ensuring compliance with relevant legislation, regulatory guidelines and RACV policies
• Supporting internal stakeholders with advice on collection procedures
• Resolving complex member queries including first point internal dispute resolution
• Liaising with AFSA, AFCA, solicitors and other external bodies as required

About you

You bring a calm, professional and empathetic approach to complex financial matters, and you’re confident making decisions that balance member needs with organisational risk.

You’ll also bring:

• Experience in automotive finance, banking, collections or debt recovery
• Sound knowledge of consumer credit legislation, hardship provisions and debt collection guidelines
• Strong negotiation, listening and problem‑solving skills
• Ability to manage sensitive conversations with maturity and discretion
• Strong time management skills and attention to detail
• Excellent communication skills
• Intermediate computer skills, including MS Word and Excel
• A strong ethical framework and customer‑first mindset

What we can offer

• A supportive team environment with strong values and purpose
• Opportunities to build expertise within a trusted Australian organisation
• Access to RACV benefits and wellbeing initiatives
• Stability and meaningful work that makes a real difference to our members

Please note: if you are successful for the position, you will be required to complete the following checks:

• Police check
• Working rights check
• Employment history and qualification checks

If you’re passionate about helping people navigate financial challenges while ensuring fair and compliant outcomes, we’d love to hear from you.