Collections Specialist

21 hours ago

Melbourne, Australia Moula Full time

**About us**

We’ve developed a unique platform that will analyse a business’ data, making the process simple, fast, and friendly. But we’re not just a smart algorithm; we’re all about human interaction, which is why we have a team of real people who will get to know each business’ unique needs. Founded in Australia by an experienced team who are passionate about using technology to simplify finance, Moula continues to lead the market with our transparent pricing and responsible lending practices.

As we continue to scale, we’re creating exciting opportunities. Come and join our talented team and find out why we’ve been recognised as a LinkedIn Top Startup (2019).

**About the position**

The Collections team contributes to the success of our business by ensuring our business loans are followed up for payment in a timely manner. The Collections 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 payments and billing queries.

**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 and partners
- 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
- 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

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