Collections Agent (Personal Loans)

Collections Agent — RentBond

About Us

At Rent.com.au, we believe Australia’s renters deserve better, so we’re determined to be the champion they need. By building technology to enable and empower Australia’s renters, we’re building a world where renting is a rewarding experience.

Our main product RentBond® is a personal loan that helps renters fund their next move by covering the rental bond, two weeks’ rent in advance, and any other moving costs. What sets RentBond® apart is that we offer renters the ability to fully repay their loan within 21 days and incur no fees or charges. An industry leading offering that puts our renters first when applying for and securing a rental property. It has been in market for more than 10 years, helping almost 40,000 renters secure their next home via more than $85 million in loans.

What we offer

We are a small and diverse team of people, but we punch well above our weight in terms of voice and influence, and our passion is change for the better of our community. We offer:

• Purpose. Eight million Australians rent, and most of them are invisible to mainstream credit. How we treat renters when money gets tight is the part that matters most.

• Invaluable experience – ASX listed and at the start of our growth curve.

• Competitive salary and bonus.

• Opportunity to grow with the role as the business scales.

• Proximity. A small team and a short path — what you learn on the phone gets heard and acted on, not filtered through three layers.

• Great opportunity to work on a potentially game-changing fintech product with national exposure.

• Be part of an awesome team that are building products that actually make a difference.

• Flexibility around the little things as long as the job gets done.

• Great location in Burswood with plenty of car-parking, easy access to Vic Park food outlets as well as proximity to Swan River foreshore and parks.

If you’re looking to take that next step, are comfortable having the hard conversations as well as the good ones, and want to do it for renters rather than at them, we’d like to hear from you.

What we're looking for

Key focus areas:

1. Arrears Management & Debt Recovery

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

• Contact customers via phone, email and text to discuss outstanding accounts and arrange payments.

• Develop and execute effective debt recovery strategies while maintaining a customer-centric approach.

2. Customer Engagement & Negotiation

• Handle customer enquiries regarding overdue accounts professionally and empathetically.

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

• Maintain and manage customer hardship processes, ensuring fair and ethical treatment.

3. Compliance & Record-Keeping

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

• Maintain accurate records of all customer interactions, agreements, and actions taken.

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

4. Collaboration & Administrative Support

• Work closely with other departments to ensure accounts are managed accurately and efficiently.

• Assist with general administrative tasks as required to support the collections function.

5. Collection Related Service Calls

• Manage inbound collection related customer service calls.

• Work with the wider Rent.com.au Customer Service team to manage inbound loan queries.

Skills

• Strong organisational and time management skills.

• Excellent communication skills with the ability to handle sensitive situations with professionalism.

• Previous experience in collections or similar administrative roles.

• Attention to detail and the ability to follow through on tasks.

• Ability to work both independently and as part of a team.

• Knowledge of financial systems and practices (preferred but not essential).

Experience

• Previous experience in debt collection, credit control, or accounts receivable (preferred).

• Strong negotiation and problem-solving skills.

• Excellent communication skills, both written and verbal.

• Ability to handle difficult conversations with professionalism and empathy.

• Strong attention to detail and ability to maintain accurate records.

• Knowledge of relevant regulations and compliance requirements in collections (desirable).

• Proficiency in Microsoft Office.

• Experience using EasyLodge (preferred but not essential).