Collections Support Specialist — Remote & Growth Path

Tyro Payments Limited; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Learning & development

Paid parental leave 18 weeks

Paid carers leave 12 weeks

Volunteer day

Job summary

Tyro Payments Limited in Sydney, Australia, is seeking a Customer Support Specialist – Collections to assist customers with outstanding payments, loan repayments and account enquiries. This role combines customer interactions with administration to ensure accurate records and smooth payment processes.

No prior collections experience is required; the ideal candidate is organized, detail-oriented, and confident communicating with customers while learning about financial services.

Qualifications

• Experience in a customer-facing role, ideally within a contact centre, customer service, customer operations or customer support environment.
• Strong communication skills, with experience handling challenging customer conversations and resolving complex enquiries professionally.
• Excellent attention to detail and accuracy, particularly when processing information, updating records and completing administrative tasks.
• Experience managing a high volume of administrative work while maintaining accuracy and meeting deadlines.
• Strong organisational and time management skills, with the ability to balance customer interactions and administrative responsibilities.
• Good problem-solving skills and the ability to investigate enquiries, follow processes and work towards practical solutions.
• Confidence using multiple computer systems and Microsoft Office, particularly Excel, with the ability to learn new tools and processes.
• A calm, empathetic and solutions-focused approach to challenging customer situations.
• An interest in learning about collections, payments and financial services.

Responsibilities

• Handling inbound enquiries related to outstanding payments fees and loan arrears.
• Handling outbound communications; following up on suspended accounts, impaired loan accounts and negotiating mutually beneficial arrangement of payment for arrears and resolving repayment of outstanding debts.
• Processing any banking requests, default listings and fee write-offs as well as other ad hoc administrative tasks.
• Liaising with third party debt collections agencies to assist in external recoveries of written off bad debts.
• Addressing any deregistered, external administration, liquidation cases, liaising with administrators and determining the next course of action for recovery of debts or assets.
• Managing at-risk merchants with fraud and payments risk to mitigate incidents.
• Help build standard operating procedures, revise processes and contribute to risk identification.

Skills

Customer service

Communication

Attention to detail

High-volume administration

Organisation

Problem solving

MS Office / Excel

Empathetic / solutions-focused

Interest in collections

Tools

Microsoft Excel

CRM systems

MS Office

Job description

Tyro Payments Limited in Sydney, Australia, is seeking a Customer Support Specialist – Collections to assist customers with outstanding payments, loan repayments and account enquiries. This role combines customer interactions with administration to ensure accurate records and smooth payment processes.

No prior collections experience is required; the ideal candidate is organized, detail-oriented, and confident communicating with customers while learning about financial services.