Acknowledgement of Country

MONEYME acknowledges Aboriginal and Torres Strait Islander peoples as the first people and Traditional Custodians of the land and waterways throughout Australia. We recognise their continued connection to culture, community and Country, and pay our respects to Elders past and present. View our journey towards reconciliation

About MONEYME:

MONEYME is a founder-led digital lender and Certified B Corporation™. We challenge the traditional ways of credit and simplify the borrowing experience with digital-first experiences that meet the needs of modern consumers. We offer a range of fast, flexible, and competitively priced products that span our customers’ credit lifecycle, including personal loans, credit cards, and car loans. We deliver unrivalled customer experiences powered by smart technology, speed and efficiency.

We are for ambitious Australians that expect more from life and the companies they engage with. We uphold a strong ethos of sustainability and hold ourselves accountable to the high standards of the B Corp movement. Our culture is energetic and driven, and we continually challenge the status quo… we’re nothing like your traditional finance institution. We have recently been certified as a B Corp and a Great Place To Work. We’re proud to have built a culture where people feel heard, cared for, and empowered to push boundaries. We wouldn’t be able to continually improve and grow as a company without our diverse and exceptional team.

What we are looking for:

The Customer Care Specialist plays a critical role in supporting customers experiencing financial hardship. This role is responsible for conducting thorough and empathetic investigations, making fair and compliant decisions, and ensuring customers are treated with dignity and respect during vulnerable periods. The successful candidate will confidently balance customer advocacy with regulatory obligations while managing a diverse and active case portfolio.

Key Responsibilities

• Proactively identify customers experiencing vulnerability and assess individual hardship circumstances

• Conduct detailed investigations to determine appropriate support options in line with policy and regulatory requirements

• Engage with customers empathetically, fairly, and without prejudice, ensuring sensitive handling of all interactions

• Manage an active caseload of approximately 50 cases, maintaining accurate documentation and timely follow-up

• Communicate clearly and professionally with customers via phone and written correspondence

• Navigate and lead courageous conversations, making timely, informed decisions during customer interactions

• Work autonomously while effectively prioritising and pivoting between competing tasks

• Collaborate with internal teams and external partners where required

• Ensure ongoing compliance with all relevant laws, regulations, and internal frameworks with no exceptions.

• Demonstrate integrity, accountability, and proactive ownership of customer outcomes

Skills, Capabilities & Behaviours

• Strong verbal and written communication skills with a professional and empathetic phone manner

• Ability to think quickly and make sound decisions in real-time conversations

• Highly developed organisational skills with strong attention to detail

• Strategic and analytical thinking when assessing complex customer situations

• Proven ability to manage workload independently in a fast-paced environment

• Proactive, energetic, and solutions-focused approach

• Ability to build trust and rapport with customers, internal stakeholders, and external partners

At MoneyMe, we value:

• Strong teamwork skills, with the ability to collaborate within and across teams and functions.

• Ability to think creatively and problem solve when faced with new challenges.

• Ability to work independently & self-motivated.

• Strong time management skills with the ability to deliver quality work in an efficient manner.

• Ability to adapt to evolving priorities and deadlines and manage multiple projects at one time

What’s in it for you:

At MONEYME we believe in rewarding hard work. When the business is winning, so are you and we’re always investing in our employees to lead new projects and develop people’s careers. We have quarterly awards, events, bonuses and more.

Some of our perks and benefits we offer to our employees are:

• Up to 5 additional days of bonus leave per calendar year after 12 months of service for eligible employees.

• 3 days paid community service and volunteering leave per year.

• 12 weeks of employer-paid parental leave and two weeks employer-paid leave for secondary carer.

• Quarterly champion awards and reward trips.

• Mental health and wellbeing initiatives, health checks, skin cancer checks, free vaccination, etc.

• Team social events, massages in the office, free coffee and much more.

MONEYME Limited is an equal opportunity employer and we value diversity, equity, and inclusion. We are committed to creating a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. We believe that the unique contribution of our employees is a key driver of our success. We stand together – our diversity and inclusion give us an edge.

Department

Hardship team

Locations

Newcastle CBD Office - Awabakal Land

Employment type

Full-time

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