Collections & Customer Support Specialist

About the Client

Our Client is where speed meets simple. Shaking up the lending world with a fresh, vibrant approach to small and medium loans. Their mission is to make getting a loan quick, clear, and stress-free because money should work for people, not against them.

Whether it's for unexpected expenses, personal ambitions, or a new business project, they help their customers move forward with confidence and simplicity. Passionate about giving everyone a fair go especially those just starting their financial journey or underserved by traditional banks.

About the Role

We're looking for a Collections & Customer Service Representative who's passionate about helping customers get back on track without the heavy hand. You'll be the friendly voice on the other end of the line, guiding customers through repayment options, resolving issues, and ensuring every interaction is positive, respectful, and solution-focused.

Every call is about helping people, not hassling them.

Key Responsibilities

• Customer-focused communication: Make and receive calls with empathy, understanding, and professionalism.
• Collections with care: Contact customers who've      missed payments and help them find the best path forward.
• Repayment support: Approve repayment holidays, update direct debit details, and tailor flexible solutions.
• Notices & records: Send collection and credit default notices as required, and keep detailed, accurate CRM records.
• Customer care: Respond to customer queries quickly and clearly, providing a seamless Speedle experience.
• Complaint handling: Receive, log, and escalate complaints in line with company procedures and regulatory requirements.
• Compliance awareness: Operate within all relevant laws, guidelines, and ethical standards every customer deserves fairness and respect.

Knowledge & Skills

• General understanding of the National Consumer Credit Act 2001 (Cth)
• Awareness of ASIC Debt Collection Guidelines
• Experience or knowledge in hardship management and complaint handling
• Understanding of credit reporting bodies and default notice processes
• Excellent verbal communication skills and an empathetic approach to customer engagement
• Strong attention to detail and accurate data entry