Collections Specialist - Early to Mid Stage

OnDeck Australia; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid work (1 day from home)

Modern Sydney CBD office

Top 5 Employer recognition

Team events and wellbeing initiatives

Job summary

OnDeck Australia is growing its Collections team and seeks an Early Stage Collections Specialist who can combine great communication with empathy and resilience to help small businesses access finance quickly and confidently.

You will handle early arrears conversations, set practical next steps to get repayments back on track, and work across a portfolio of customers. The role emphasizes building rapport, meeting KPIs, and collaborating with the wider Operations team.

Qualifications

• Experience in collections, customer service, sales or a phone-based role.
• Ability to handle high volume customer conversations.
• Strong communication and rapport-building skills.
• Resilience and composure during difficult conversations.
• Results-focused mindset with KPI targets.
• Good organisation and follow-up skills.
• Collaborative approach and willingness to learn.

Responsibilities

• Manage inbound and outbound customer calls.
• Work across a portfolio of early-stage arrears.
• Understand customer circumstances and identify solutions.
• Build rapport during challenging conversations.
• Work toward individual and team KPIs.
• Keep accurate customer records and follow up on actions.
• Collaborate with Operations to deliver strong outcomes.

Skills

Communication skills

Empathy

Resilience

KPI focus

Organization

Follow-up

Collaboration

Tools

Salesforce

Job description

Early Stage Collections SpecialistFast Thinking. Bright Futures.

OnDeck is one of Australia's leading online small business lenders, helping Australian businesses access finance quickly and confidently.

We're growing our Collections team and looking for an Early Stage Collections Specialist who can combine great communication skills with empathy, resilience and a strong results focus.

This is a great opportunity for someone with experience in collections, customer service, sales or another phone based environment who wants to build their career in fintech.

The Role

At OnDeck, collections is about finding the right outcome for both the customer and the business.

You’ll work with small business customers in the early stages of arrears, having meaningful conversations to understand their circumstances, agree on practical next steps and help get their repayments back on track.

You’ll be responsible for:

• Managing inbound and outbound customer calls
• Working across a portfolio of early-stage arrears
• Understanding individual customer circumstances and identifying appropriate solutions
• Building rapport while confidently navigating challenging conversations
• Working towards individual and team KPIs
• Keeping accurate customer records and following up on agreed actions
• Collaborating with the wider Operations team to deliver strong customer and business outcomes

What We're Looking For

You don't necessarily need to come from fintech or lending. We're looking for someone who brings the right communication skills, energy and mindset.

You’ll ideally have:

• Experience in collections, customer service, sales or a phone-based role
• Confidence managing a high volume of customer conversations
• Strong communication and rapport building skills
• Resilience and the ability to stay composed during difficult conversations
• A results-focused mindset and confidence working towards KPIs
• Strong organisation and follow up skills
• A collaborative approach and willingness to learn

Experience using Salesforce or working within financial services is an advantage, but not essential.

Why OnDeck?

You’ll be joining a business that moves quickly, backs its people and genuinely enjoys working together.

• Hybrid working with one day from home
• Modern Sydney CBD office
• Top 5 Employer recognition for five consecutive years
• Regular team events and wellbeing initiatives
• Supportive leaders and a collaborative team environment
• Opportunities to develop your skills and build a career within fintech

Ready for Your Next Move?

If you're a confident communicator who enjoys working towards goals and wants to make a genuine difference for Australian small businesses, we'd love to hear from you.