Collections Recovery Administrator in Richmond, Australia

REA Group (https://www.rea-group.com/about-us/about-rea-group/) is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you’re at on your property journey, we’re here to help with every step – whether that’s finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

Be a part of our high performing Customer Payments Team, where you will be responsible for guiding our customers through the final stages of payments and debt recovery process. You will display exceptional negotiation skills, within a fast-paced, high-volume environment with empathy to our customers, and assist them with regaining financial control. You will be managing collections at the Final Demand stage, assisting with preparing files for caveat lodgement and applying your debt recovery knowledge and background to work within NCC, ASIC and Debt Collections guidelines.

You will be working closely with our Settlements team and our Legal Admin team to recovery debts and manage risk.

You will be guided through an in-depth onboarding and training program, as well as endless support from your manager and peers.

What The Role Is All About

• Support our customers to effectively resolve and negotiate payments deadlines or payment plans in a high volume, fast paced environment. Managing both inbound and outbound calls.

• Assessing customer files and administering collection solutions. The ability to analyse the reports, and make data driven decisions to maintain collection activity.

• Assessing, summarising and preparing files for the lodgement of caveats.

• Working with in-house general counsel and external lawyers, to expedite demand letters.

• Understand and comply with all regulatory requirements and quality standards.

• Successfully identify customers experiencing hardship and apply the appropriate treatment

• Develop a deep knowledge and understanding of our products and technology.

• Collaborate with internal teams to identify any issues and escalate to the appropriate

Who We’re Looking For

• You are values-driven and will actively contribute to the culture of CampaignAgent and REA

• You are task focused, people first-person and passionate about providing an exceptional customer experience.

• Excellent time management and organisational skills

• Ability to work independently and collaboratively within a team environment.

• Excellent communication both verbal and written and not afraid to have tough discussions with customers.

• Proficient and comfortable with technology

• Natural sense of urgency and excellent attention to detail

• Experience in a similar support role managing queues, with inbound and outbound emails and calls

• You are a good listener and able to understand our customers’ underlying problems even if they are not clearly communicated to you.

• You are organised, autonomous, comfortable with ambiguity and can manage your time effectively.

• You love working as part of a team and will actively seek the feedback of others to learn and develop.

The REA Experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.

We offer:

• A hybrid and flexible approach to working

• Flexible parental leave offering for primary and secondary carers

• Programs to support mental, emotional, financial and physical health & wellbeing

• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.

• Hack Days so you can bring your big ideas to life

• Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking – be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you’ve got the skills, dedication and enthusiasm to learn but don’t necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn’t find a perfect match with this opportunity? Perhaps the timing isn’t right? You should join our Talent Neighbourhood!

By joining, you will receive information about our working culture and life at REA, industry updates from various areas of our business, invites to our events or materials to help you succeed in interviews at REA. In addition, our recruiters will reach out to you if there’s a role that matches your interests, skills and aspirations.

Upload your details today! https://rea.to/careers-talentneighbourhood