Collections Specialist

1 week ago Be among the first 25 applicants

A fantastic opportunity is available for an ambitious and enthusiastic Collections Specialist to join the team at On Deck Capital Australia Pty Ltd. This is a key position within the Ondeck Operations Team. You will be primarily responsible for providing outstanding customer service and assisting in our commercial arrears portfolio, bringing a strong customer-centric focus.

About Us

Named as one of Australia's Top 5 employers with under 100 employees for the last 5 years, OnDeck has grown to become one of Australia's largest locally owned online small business lenders.

At OnDeck, we are changing the way business owners borrow money by combining our passion for small business with cutting-edge technology. We evaluate businesses based on their actual performance, using real-time data, which enables us to say "yes" more often, to more business owners, faster than traditional lenders. We have helped thousands of small business owners across Australia access short-term, unsecured finance to drive their business growth and enable more opportunities.

Department summary:

Our passion and mission in Operations is to provide small businesses and internal stakeholders with an excellent credit delivery and servicing experience. We work hard as a team to build and operate the most frictionless and scalable environment for small business credit delivery and service. We continuously invest in people, automation through technology, and efficiency through process optimization. Our team thrives on our culture – We are passionate about having fun, being open, and empowering team members.

The Collections Specialist is responsible for:

• Taking and making high-volume outbound and inbound phone calls, contributing to maintaining a high inbound answer rate
• Following through with customers to address their arrears balance
• Managing own portfolio in early-stage collections, taking accountability
• Building rapport with customers to identify reasons for arrears and negotiate resolutions respectfully
• Adhering to all legislative guidelines including ASIC, ACCC, and Privacy Act
• Following internal policies, system processes, and external regulatory requirements
• Supporting team members with ad hoc duties vital to departmental goals
• Assessing and responding to financial hardship applications
• Working as part of a team to achieve individual and team KPIs

Desired Skills:

• At least 1+ years' experience and proven high performance in unsecured or secured financial services collections, sales, or customer service roles
• Previous experience in customer-facing roles (e.g., sales, customer service, collections, or call centre)
• A positive attitude, team-oriented, social, and fun to work with
• Detail-oriented with strong analytical and investigative skills
• Ability to manage multiple tasks and prioritize workflows
• Outstanding communication skills for a fast-paced, dynamic environment
• Problem-solving ability and interpreting instructions effectively
• Ability to build rapport and handle objections
• Flexible and adaptable to change
• Persistent and resilient
• Willingness to learn and accept feedback
• Proficiency in Microsoft Suite (Word, Excel, Outlook, Teams)
• Experience with Salesforce is desirable but not essential, as training will be provided

Why Work for OnDeck

We've been named an Australian Top 5 Employer three years running for many reasons

At OnDeck, you will:

• Help change the landscape of small businesses one conversation at a time
• Have a meaningful impact on the company's future and share in the rewards
• Work in an inclusive, fast-paced environment

What we offer:

• An open-minded, collaborative workplace that challenges and celebrates your work
• Hybrid Work Model – work from home 1 day per week
• Fully stocked kitchen with snacks and drinks
• Regular team-building events
• Great CBD location

Seniority level

• Associate

Employment type

• Full-time

Job function

• Finance

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