As a Financial Support Specialist, you will assist customers facing financial hardship. You’ll assess individual situations with care and discretion, provide tailored support solutions, and work collaboratively to create fair and sustainable outcomes. Engage with customers experiencing financial hardship via phone in an empathetic and solution-focused manner. Assess individual financial situations and determine eligibility for support programs or payment arrangements. Develop, negotiate, and monitor tailored hardship support plans aligned with regulatory and company guidelines. Maintain accurate records of all customer interactions and case resolutions. Collaborate with internal teams such as credit, collections, compliance, and legal to ensure holistic customer outcomes. Ensure compliance with relevant legislation and financial hardship codes. Previous experience in hardship or a credit and collections environment (preferred) Strong communication and negotiation skills Ability to handle sensitive conversations with empathy and professionalism. Sound knowledge of financial hardship principles, regulatory guidelines, and debt management practices. Strong organisational skills and the ability to manage multiple cases simultaneously. A team-player attitude and a genuine desire to support vulnerable customers.