Collections + Customer Service Specialist

3 weeks ago

Melbourne, Australia Moula Full time

Collections - Melbourne, Victoria

**About us**
Founded in 2013, Moula is an Australian fintech dedicated to backing good business.
Providing business finance solutions, we empower businesses to access working capital in a simple, fast and friendly way. We’ve developed a unique platform that analyses business data to assist in making responsible lending decisions. Our ‘heads and hearts’ approach mean we focus on combining data, automation and technology, with a personal, human experience.
As we continue to scale, we are creating exciting roles and opportunities. Come and join our super talented team and experience the reason we were recognised as a LinkedIn Top Start-up in 2019.

**About the position**
The Collections & Customer Experience team contributes to the success of our business by ensuring our business loans are followed up for payment in a timely manner. The Collections & Customer Service Specialist is responsible for managing delinquency tasks on a day-to-day basis to minimise the overall revenue exposure of borrowers who default on their repayment obligations. This role is also responsible for supporting existing customer general account and payment enquiries.

**Key responsibilities**
- Deliver exceptional customer conversations and processes aligned with Moula’s brand identity
- Deliver all daily, weekly, monthly and quarterly collections activities as outlined in Moula agreed collections processes
- Ensure all relevant contact channels are fully utilised in the delivery of all collections processes
- Ensure that all escalations are resolved within the agreed SLA
- Ensure that any customer disputes pertaining to our obligations, can be managed appropriately with a positive outcome for Moula
- Provide financial analysis and support required to respond to borrower payment and billing queries
- Respond to customer requests for altered repayment schedules, ensuring that any request meets the necessary criteria required to approve said change
- Deliver to your individual debt recovery plan
- Provide omni channel collections support within the Moula Contact Centre
- Deliver both inbound and outbound call functions required to meet both customer demand and performance metrics
- Provide technical and product support to all Moula customers
- Provide responses to credit agencies in relation to disputed default lodgements
- Adhere to all regulatory and legislative requirements

**About you**
- Demonstrated negotiation and conflict management conversation skills
- Proven experience in a structured debt recovery program/methodology
- Experience in managing phone-based debt recovery conversations and processes
- Ability to analyse business performance metrics
- Financial services industry experience
- Strong oral and written communication skills
- Ability to multitask, handle pressure and meet deadlines in a fast-paced entrepreneurial environment
- Preferably have experience in Salesforce

**Reports to**
- Collections Manager
- Location- Melbourne, Victoria- Department- Collections- Employment Type- Full Time- Minimum Experience- Mid-level

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