Customer Support Specialist – Collections

Why Tyro?

At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.

It starts with You.

Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.

🎥 Step inside life at Tyro here.

About the role

As a Customer Support Specialist – Collections at Tyro, you'll support our customers with outstanding payments, loan repayments and account enquiries. Combining customer interactions with administration and processing, you'll help customers understand their payment obligations, navigate challenging conversations and find practical solutions, while ensuring accurate records and payment information.

This is a great opportunity for someone with a customer service, contact centre or administration background looking to build a career in financial services. Previous collections experience isn't required - we're looking for someone who's organised, detail-oriented, confident communicating with customers and eager to learn.

What you'll do

• Handling inbound enquiries related to outstanding payments fees and loan arrears.

• Handling outbound communications; following up on suspended accounts, impaired loan accounts and negotiating mutually beneficial arrangement of payment for arrears and resolving repayment of outstanding debts.

• Processing any banking requests, default listings and fee write-offs as well as other ad hoc administrative tasks.

• Liaising with third party debt collections agencies to assist in external recoveries of written off bad debts.

• Addressing any deregistered, external administration, liquidation cases, liaising with administrators and determining the next course of action for recovery of debts or assets.

• Managing at-risk merchants with fraud and payments risk to mitigate incidents.

• Help build standard operating procedures, revise processes and contribute to risk identification.

What you'll bring

• Experience in a customer-facing role, ideally within a contact centre, customer service, customer operations or customer support environment.

• Strong communication skills, with experience handling challenging customer conversations and resolving complex enquiries professionally.

• Excellent attention to detail and accuracy, particularly when processing information, updating records and completing administrative tasks.

• Experience managing a high volume of administrative work while maintaining accuracy and meeting deadlines.

• Strong organisational and time management skills, with the ability to balance customer interactions and administrative responsibilities.

• Good problem-solving skills and the ability to investigate enquiries, follow processes and work towards practical solutions.

• Confidence using multiple computer systems and Microsoft Office, particularly Excel, with the ability to learn new tools and processes.

• A calm, empathetic and solutions-focused approach to challenging customer situations.

• An interest in learning about collections, payments and financial services.

What’s in it for you?

We’ve worked hard to create an environment that’s big on diversity, inclusion, and flexibility, and one that suits the changing needs of team members across Australia. Here are just some of the things Tyros tell us they love about working here.

You’ll also receive:

• A mix of in-office and remote working (3 days in the office)

• Learning and career development opportunities

• 18 weeks paid primary carers leave

• 12 weeks paid secondary carers leave

• Annual team-based volunteer day

• Birthday Leave

• Power Up Day (Additional day of leave)

• Weekly team social events, snacks, craft beer and wine, ping pong and video games

• Taco Tuesdays

• Mental health and wellness initiatives

• Novated leasing

Tyro is committed to a diverse, inclusive workplace where everyone thrives. We welcome applicants of all backgrounds and are an equal opportunity employer. If you need accommodations or adjustments at any stage of the recruitment process, simply inform our Talent team during your conversation with them.

Still with us?

If you’ve got this far, then you might just be a great fit for us. Don’t tick all the boxes above? That’s ok, apply anyway and our Talent team will review your profile - you might be a fit for future roles.