Customer Payments Specialist

Join a collaborative, supportive team in a role where you will be solving new problems daily

Enjoy a fantastic culture focused on learning and growth opportunities

Permanent role based in Richmond

We're REA
With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step – whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

Our property marketing funding business for homeowners and agents, CampaignAgent, was created with a mission to provide financial freedom to the real estate industry. The team is highly passionate about providing innovative, low friction financial solutions to Australia’s leading residential real estate agencies focusing on campaign advertising.

Be a part of our high performing Customer Payments team, where you will be responsible for guiding our customers through the payments and debt recovery process. You will display exceptional customer service within a fast-paced, high-volume environment with empathy to our customers and other stakeholders.

What the role is all about

- Supporting our customers to effectively resolve and negotiate payments, deadlines or payment plans in a high volume, fast paced environment.
- Monitoring queues, interpreting reports making data driven decisions to maintain collection activity and manage daily workload.
- Proactively managing a high volume of both inbound and outbound collection calls.
- Assessing customer files and administering collection solutions.
- Ability to review and understand collection files quickly to support customer requirements during calls.
- Ensuring that all customer data is up to date and industry compliance standards and industry requirements are met.
- Developing a deep knowledge and understanding of our products and technology.
- Collaborate with internal teams to identify any issues and escalate to the appropriate channels.

Who we’re looking for

- 1-2 years’ experience in a similar collections role.
- 1-2 years’ experience in a similar support role managing queues, with inbound and outbound emails and calls.
- You are a good listener and able to understand our customers' underlying problems even if they are not clearly communicated to you.
- You are task focused, people first-person and passionate about providing an exceptional customer experience.
- Proven strong organisational and time management abilities with excellent verbal and written communication skills.
- Proficient and comfortable with technology.
- Demonstrated natural sense of urgency with excellent attention to detail.
- You are comfortable with ambiguity.
- You love working as part of a team and will actively seek the feedback of others to learn and develop.

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

- A hybrid and flexible approach to working
- Flexible leave options including, birthday leave and purchase additional leave
- Flexible parental leave offering for primary and secondary carers
- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
- Hackdays so you can bring your big ideas to life

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Like a lot of companies, we have perps out there who like to ‘phish’ and have had a few recent instances of people pretending to be from REA and making offers of employment, on the condition that they transfer money for security checks.

Find out more about our business services teams who partner with teams across the globe to re-imagine what's possible.

Our corporate headquarters in Melbourne is a bright open space, open to possibilities.

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