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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 au_careers@ondeck.com.au with the position in the subject line.