Customer Support Specialist

Moula; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Gym subsidies

Free counselling

Flu vaccinations

Health checks

Private health

Monthly lunches and events

Job summary

Moula in Melbourne is seeking a Customer Support Specialist to help Australian small businesses through challenging financial situations. You will work directly with customers to understand their circumstances, identify suitable repayment options, and achieve positive outcomes for both customers and the business.

You’ll bring experience in customer service, collections or financial services, with strong negotiation and communication skills.

Qualifications

• Experience in customer service, collections, financial hardship, recoveries, lending or a related financial services environment.
• Ability to build rapport and communicate with customers from diverse backgrounds.
• Strong negotiation and problem-solving skills with sensitive conversations.

Responsibilities

• Managing a portfolio of customer accounts and taking proactive steps to reduce arrears and minimize 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

Collections

Financial hardship

Recoveries

Lending

Financial services

Job description

Moula is part of the Liberty Group, one of Australia and New Zealand's leading non-bank lenders, committed to helping individuals and businesses get financial. While Liberty has been helping customers achieve their goals for more than 25 years, Moula was created with a simple mission: to make funding faster, simpler and more accessible for Australia's small businesses.

We are a collaborative and vibrant community, driven by our core values. Our vision of leading the finance sector with innovative thinking is guided by FLAIR, our five key principles of being Fair, Learning, Accountable, Invested, and Resourceful. These values shape our perspective, interactions with customers, and relationships with one another.

At Liberty, we’re proud to be setting the benchmark for great workplaces. Recently recognised as a 2026 5 Star HRD Employer of Choice, 2025 Employer of Choice at the Australian Business Awards, and newly named a 2026 Financial Review BOSS Best Places to Work (500+ employees), our people‑first culture is more than talk, it’s award‑winning. If you’re looking to do meaningful work, grow your career, and be part of a workplace that truly backs its people, you’ll feel right at home at Liberty.

The Opportunity

Join Moula as a Customer Support Specialist and play a key role in supporting Australian small businesses through challenging financial situations.

You’ll work directly with customers to understand their circumstances, identify suitable repayment solutions, and achieve positive outcomes for both our customers and the business. This is a fantastic opportunity to combine your customer service expertise, problem‑solving skills and commercial mindset in a supportive, high‑performing team environment.

What you’ll be doing:

• 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.

Enough about us, lets talk about you

You’re empathetic, resilient and customer‑focused, with a talent for building relationships, solving problems and balancing customer needs with business outcomes.

You’ll ideally bring:

• 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.

Why join Moula & Liberty Financial Group?

At Moula, we’re passionate about helping Australian small businesses succeed by making funding fast, simple and accessible.

At Liberty, we take pride in fostering a workplace where everyone can bring their true authentic selves. Our free‑thinking, diverse and inclusive culture is something we celebrate daily. We are deeply committed to gender equality, disability support, LGBTQIA+ inclusion, mental health awareness, and religious and cultural diversity. As we help people achieve financial stability, we also honor the contributions of Indigenous Australians, Torres Strait Islanders, and other cultural minority communities.

Our dedication to diversity and inclusion extends throughout our workforce and community initiatives. We’re proud to be recognized by Work180 and certified as a B Corporation.

We believe that beyond competitive financial rewards, it’s the thoughtful, small touches that truly make a difference in supporting our team's needs and well‑being, we provide access to a large number of great benefits such as:

• Wellness perks including, gym subsidies, free counselling, flu vaccinations, health‑checks, massages and private health
• We are social with monthly themed lunches and events, EOY and EOFY parties, and corporate casual dress
• Community groups such as our Internal Pride Network (LGBTQIA+), Women in Leadership, Green Stars (environmental enthusiasts!) and more
• An opportunity to give back to the community with our Lend‑A‑Hand initiatives
• Fantastic growth and career progression opportunities with access to online development courses
• There's more?! Yes we have coffee, daily fruit, lunch and constant snacks available anytime!

Liberty is an equal opportunity employer. We encourage applications from all people, regardless of race, gender, religion, age, sexual orientation, gender identity or disability.

Only shortlisted candidates will be contacted.