Collection and Asset Recovery Specialist

**Why work for us**

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

Take a look here what it's like to work at Tyro

**About the Role**

Tyro's Customer Solutions team sits within the Customer Service team, which contributes hugely to Tyro’s growth and success. We provide account management and banking services to over 80% of Tyro’s merchant base. We actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of service than other banks. We provide core banking services to over 30,000 small and medium business across Australia, so we take Risk, Compliance and quality pretty seriously. It's an environment that changes constantly, and we need to be able to adapt to new circumstances and the changing needs of our internal and external customers.
- As the Collections and Asset Recovery Specialist, you are responsible for maintaining an acceptable level of recovered funds. You will be able to demonstrate case prioritisation and be expected to handle and resolve escalations related to collections and asset recoveries. To do so, you will work with your peers and other internal stakeholders, including assisting with the training of new team members and driving success through team collaboration. From time to time you will also help with ad-hoc reporting or project work within the Customer Solutions team.

Your primary responsibility is to oversee and action any funds and assets that need to be recovered from Tyro merchants. This will mean tasks including (but not limited to) contacting customers regarding their failed billing, processing Banking requests, recovering assets, handle incoming enquiries, and liaising with internal and external stakeholders to ensure that Tyro’s assets are prioritised in cases of liquidation or administration. You will also assist in providing ideas for process improvement and assist with any adhoc work required by the Customer Solutions leadership team, all with the aim to achieve our goal of delivering a best in industry customer experience

**What you'll do**:

- Handling incoming technical service and support requests
- Follow up on account suspensions due to non-payment of fees or account closure, negotiating a mutually agreed arrangement for payment of arrears and finalising arrangements for repayment of debts and asset recovery
- Finalisation of suspended accounts including default listings or fee write-offs
- Processing Banking requests
- Ensuring appropriate documentation is created and risk mitigation controls are adhered to with all customer contacts
- Identify, assess and control fraud incidents, escalating in line with fraud-risk processes
- Liaising with the Loans Risk Officer to correctly identify and manage ‘at risk’ merchants
- Liaising with external administrators to ensure that Tyro’s assets are prioritised in cases of liquidation or administration
- Addressing any deregistered ACN’s, defining the current state of the business and updating internal systems as required
- Actioning garnishee orders - explaining to our merchants the obligation that Tyro has to the ATO and accommodating the merchant’s circumstances
- Think outside the box and utilise creative problem solving and logic to recover outstanding resources, as well as address any complications that may impact merchants, stakeholders or the company
- Meet and exceed monthly performance standards, demonstrating consistent and sustained performance
- Demonstrate proactivity in recognition and resolution of issues arising both internally and with our merchants, partners and technology
- Assist the wider Customer Solutions Team with any Asset Recovery, Complaints, ad hoc reporting or project work
- Develop an in-depth knowledge of our products and be an advocate of these products to new and existing customers
- Proactively seek to expand their knowledge on Tyro's products and services and stay up to date with any changes
- Contribute to internal process improvement, including communicating with internal stakeholders
- Promote responsible risk culture across the Customer team and Tyro
- Reporting on current recovery success rates and trends and providing insights to key stakeholders
- Be an advocate for the