Customer Support & Recoveries Specialist

Moula; Melbourne; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Gym subsidies

Free counselling

Flu vaccinations

Health checks

Massages

Private health

Monthly lunches and events

End of year parties

Job summary

Moula in Melbourne, part of Liberty Financial Group, supports Australian small businesses by making funding fast and accessible. You’ll join a high‑performing team to help customers in challenging financial situations, balancing empathy with commercial outcomes.

You'll work with a collaborative culture that values learning, accountability and customer outcomes, contributing to sustainable recoveries and positive service experiences.

Qualifications

• Experience in customer service, collections, financial hardship, recoveries, lending or a related financial services environment.
• A genuine ability to build rapport and communicate effectively with customers from diverse backgrounds.
• Strong negotiation and problem-solving skills, with the confidence to navigate sensitive conversations.
• A customer-first mindset balanced with sound commercial judgement.
• Excellent organisational skills and the ability to manage competing priorities in a fast‑paced environment.
• Resilience, accountability and a focus on achieving individual and team goals.
• A commitment to compliance, continuous learning and delivering positive customer outcomes.

Responsibilities

• Managing a portfolio of customer accounts and taking proactive steps to reduce arrears and minimise losses.
• Building positive relationships with customers and having empathetic conversations to understand their circumstances.
• Negotiating and implementing suitable repayment arrangements that support long-term customer outcomes.
• Achieving performance targets relating to arrears management, loss recovery and customer service.
• Ensuring collections activities are completed in accordance with company policies and relevant legislation.
• Working collaboratively with internal stakeholders to deliver the best outcomes for customers and the business.
• Contributing to a culture of continuous improvement, risk awareness and exceptional customer service.

Skills

Customer service

Empathy

Relationship building

Negotiation

Problem solving

Commercial judgement

Organisational skills

Resilience

Compliance

Continuous learning

Job description

Moula in Melbourne, part of Liberty Financial Group, supports Australian small businesses by making funding fast and accessible. You’ll join a high‑performing team to help customers in challenging financial situations, balancing empathy with commercial outcomes.

You'll work with a collaborative culture that values learning, accountability and customer outcomes, contributing to sustainable recoveries and positive service experiences.