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Customer Service & Collections Specialist


The Opportunity

A fantastic opportunity is available for an ambitious and enthusiastic Customer Service & Collections Specialist to join the team at OnDeck Capital Australia Pty Ltd. This is a key position within the OnDeck Operations Team. You will be primarily responsible for providing outstanding customer service and assisting in dispute resolution with a strong customer centric focus.


Key responsibilities include:

  • Handle high volume outbound and inbound phone calls
  • Provide superior end-to-end customer experience via verbal and written communications
  • Adhere to all legislative guidelines including ASIC and ACCC and Privacy Act
  • Handle multiple incoming requests through LiveChat, phone, and email and provide in-depth, knowledgeable answers
  • Be proactive and willing to learn
  • Have excellent customer service skills
  • Have a problem solving mentality
  • Perform administrative tasks
  • Assist the collections team negotiate outstanding accounts in a respectful manner and build rapport with our customers
  • A strong desire to find solutions to meet customer needs
  • Empathetically listen to the customers complaints and act promptly to resolve
  • Adhere to internal policy, system processes and external regulatory requirements
  • Assess and respond to customer enquiries
  • Identify and report on trends and opportunities to improve customer experience
  • Provide a full investigation of each complaint, ensuring every issue/point has been addressed
  • Supporting other team members with ad hoc duties that are vital in achieving departmental goals, particularly Collections department
  • Work part of a team to achieve KPI


Primary responsibilities include:

  • Bachelor’s Degree in Finance, Economics or related discipline is highly regarded
  • 2+ years’ experience and demonstrated high performance in a similar role preferably dispute resolution in commercial lending
  • Have a positive attitude, are team oriented, social and fun to work with
  • Detailed orientated with strong analytical and intuitive investigative skills
  • Ability manage multiple tasks and prioritize workflows
  • Good communicator with ability to handle fast paced, dynamic interpersonal environment
  • Ability to solve practical problems and interpret a variety of instructions furnished in oral or written form
  • Flexible and adaptable to change
  • Proficiency in Microsoft Outlook, Word, and Excel
  • Experience using Salesforce is desired but not essential as on the job training will be provided
  • Excellent interpersonal / communication skills and attention to detail


At OnDeck, you will:

  • Literally change the landscape of small businesses one conversation at a time!
  • Bring your thinking and creativity to advance our company’s values, unique culture, and vision for the future
  • Have a meaningful impact on the company’s future, and share in the rewards accordingly
  • Work in a fun, fast-paced start up environment with some really cool and brilliant people


What we offer you:

  • Competitive salary package
  • An open-minded, collaborative workplace, which will both challenge you and celebrate your work.
  • A workplace full of bright, interesting, enthusiastic colleagues.
  • Fully stocked kitchen with snacks and drinks


To be part of the growth story and rewarding journey, apply for this position, or for further information, send your details to with the position in the subject line.