Address
Form of workCredit Collections Consultant
We're REA
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
The Payment Solutions team sits within the Aus-Finance team as part of Finance and Business Services department, or FaBs as we like to call them, the engine room of REA Group. The FaBs team is comprised of Finance, Risk, Procurement, Pricing, Contracts, Payments Solutions, Payments, Facilities Management and our Customer and Business Systems IT development teams. This cross-functional group of individuals who are the best in their fields, provide strategic commercial input and guidance around decisions across all levels of the business, while continually improving the ‘behind the scenes’ of REA to support our people, drive efficiencies and maximise customer satisfaction. The FaBs group plays an integral role within our Residential, Commercial, Developer, Media & Property Related Services and Consumer & Brand teams, as well as providing support to all other functional areas of the business around the globe.
What the role is all about
The Payment Solutions Consultant role is responsible for proactively partnering with customers to deliver tailored solutions that help customers remain up to date with payments and ultimately, enable them to stay connected to REA. The role collaborates closely with Finance, Sales and Service teams to remove payment blockers and deliver exceptional customer experiences. This is a 12 month FTC with a view to convert to permanent.
Driving brand advocacy and loyalty by delivering exceptional customer experiences, despite the sensitive nature of the interactions you complete
Using strong influencing and communication skills to deliver on financial targets to reduce overdue debt and keep customers’ payments current
Challenging the status quo with a continuous improvement mindset to empower customers by removing payment blockers and advocating for solutions which help them stay connected to REA
Fostering strong relationships with Sales and other internal stakeholders – acting with a ‘One REA’ mindset to partner together and drive success for our customers
Effectively managing operational risk, ensuring they are proactively identified and controlled
Working with various parts of the business to drive customer value, reduce process waste and improve process flow
Delivering highly accessible self-service and human service options to customers and ensuring clear and inclusive communication
What we are looking for
Someone with a few runs on the board: experience in a customer facing environment that is fast-paced and change intensive
Strong customer focus and relationships skills: demonstrated ability to proactively engage with and support the ongoing success of their business via tailored Payment Solutions
Experience and an understanding of credit and collections, both the customer and financial side
Comfortable with data and financial reporting, including skills in identifying trends and prioritising workloads to meet team goals
Strong stakeholder focus: builds relationships across the business and works collaboratively toward a shared objective
A strong listener with commercial nous to support an understanding of each customer’s business and how we can support them in getting back up to date with payments
A proactive and empathetic approach to diagnosing and analysing customer problems and finding solutions
Continuous improvement mindset with a focus on streamlining processes to support positive customer and employee experiences
Experience with best-in-class service software such as Zendesk
Strong attention to detail, organisational skills and proactive
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.
If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?
