Job Description

About the role: Full-time, hybrid opportunity- based out of Brisbane or Toowoomba.

At People First Bank, we know that life can take unexpected turns and that unplanned events can happen, and this can lead to our members struggling to meet their loan or credit card commitments. As the Customer Assist Officer, you support and proactively work with our customers to come up with a suitable solution to bring their account back up to date.

This role is crucial in supporting our vulnerable customers in the moments that matter, working to achieve the best outcome for both the customer and business.

To learn more about how our team supports financial difficulty, please click here

Your responsibilities will include:

• Interpreting and demonstrating an understanding of legislative requirements and operating within required guidelines and People First Bank’s risk appetite.
• Negotiating payment arrangements, ensuring arrangements are meaningful and sustainable, taking into account our customers’ ongoing living expenses.
• Providing support to customers by finding a solution that meets both customer needs and business outcomes.
• Effectively explaining and processing hardship applications
• Maximising operational efficiency and focusing on productivity to ensure service level agreements are met.
• Championing continuous improvement opportunities to enhance our customers` experience.

About you:

• Previous experience in collections/hardship for a bank or other consumer lender
• Demonstrated ability to have a customer first focus
• Proven ability to adapt and manage multiple technology platforms
• Strong written and verbal communication skills
• Ability to manage customers dissatisfaction and take ownership to understand and resolve the issue
• Ability to listen and communicate effectively with a variety of stakeholders
• Friendly, confident, empathic even in challenging circumstances
• Ability to work in a team and proactively contributes and is accountable

Location:

This role can be worked from our Toowoomba or Brisbane Head Office locations.

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by EOD Tuesday 2nd June 2026.

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.