About the role

Rent.com.au Limited is seeking a full-time Customer Service & Collections Officer to join our team in Burswood, WA. In this pivotal role, you will be responsible for providing exceptional customer service and managing debt collection processes to support our growing RentBond product.

Position Summary:

As a Customer Service & Collections Officer, you'll be the primary point of contact for RentBond customers. You'll help guide applicants through the bond loan process, answer questions, resolve account issues, and provide ongoing support throughout the loan term. At the same time, you’ll take ownership of collections activity, working with customers who fall behind to find fair, compliant and sustainable solutions.

This is a unique opportunity to work in a purpose-driven role, while ensuring responsible lending and repayment practices.

Service:

Connect by phone, online chat and email with renters to provide service and assist with all RentBond enquiries.

Clear all allocated ticket queues and administrational tasks daily.

Maintain accurate and informative notes in all databases.

Complete all online training requirements.

Arrears Management & Debt Recovery

Monitor and maintain arrears collection processes to ensure timely recovery of overdue RentBond and Scorebuilder payments.

Contact RentBond customers via phone and email to discuss outstanding accounts and arrange payments.

Handle customer inquiries regarding overdue accounts professionally and empathetically.

Negotiate and agree on alternative payment plans for customers experiencing financial hardship.

Ensure all collections activities adhere to internal policies, industry standards, and legal regulations.

Maintain accurate records of all customer interactions.

Prepare reports on overdue collections and escalate complex cases to management when necessary.

What we're looking for

Strong phone presence and previous phone experience (5+ years preferable).

Previous debt collection experience understanding the importance of compliant, respectful, and ethical recovery practices.

Strong communication and negotiation skills, with the ability to handle difficult conversations in a professional and empathetic manner.

Excellent problem-solving and decision-making skills, with a solutions-focused mindset.

Keen attention to detail and the ability to maintain accurate records and documentation.

Proficiency in using customer relationship management (CRM) systems and other relevant software. (Easy lodge and Salesforce)

Able to identify and assess customers’ needs to achieve satisfaction both technical and service.

Understand IDR procedures and able to identify and manage expressions of Financial Hardship.

Property management, Real Estate, or Finance experience (or strong familiarity with the industry).

Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

A strong desire and passion to excel and challenge yourself.

What we offer
At Rent.com.au, we believe in providing our employees with a supportive and collaborative work environment along with a competitive salary and performance-based bonuses.

Collaborative and inclusive company culture

End-of-ride facilities for your convenience

Conveniently located near public transport and some of the best coffee spots!

About us

Rent.com.au Limited is a leading online platform for the Australian rental property market. Our mission is to simplify the rental experience for both tenants and landlords, providing innovative solutions that make renting easier and more accessible. With a strong focus on customer service and innovation, we are committed to driving positive change in the rental industry.

Apply now

If you're excited about the prospect of joining our team and contributing to our success, we encourage you to apply for this role. We look forward to hearing from you!