Customer Solutions - Collections and Asset Recovery at Tyro

Customer Support, Full-time, 155 Clarence St, Sydney, NSW sydney support full-time
Posted 1 months ago

Who we are

Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 475 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. Find out how you can be a part of the Tyro journey today.

Your primary responsibility is to oversee and action any funds and assets that need to be recovered from Tyro merchants. This will mean tasks including (but not limited to) processing Banking requests, recovering assets, handle incoming enquiries, and liaising with internal and external stakeholders to ensure that Tyro’s assets are prioritised in cases of liquidation or administration. You will also assist in providing ideas for process improvement and assist with any adhoc work required by the Customer Solutions Manager, all with the aim to achieve our goal of delivering a best in industry customer experience!

Main Responsibilities:

  • Handling incoming technical service and support requests
  • Follow up on account suspensions due to non-payment of fees or account closure, negotiating a mutually agreed arrangement for payment of arrears and finalising arrangements for repayment of debts and asset recovery
  • Processing Banking requests
  • Ensuring appropriate documentation is created and risk mitigation controls are adhered to with all customer contacts
  • Meet and exceed monthly performance standards, demonstrating consistent and sustained performance
  • Demonstrate proactivity in recognition and resolution of issues arising both internally and with our merchants, partners and technology
  • Identify, assess and control fraud incidents, escalating in line with fraud-risk processes
  • Liaising with the Loans Risk Officer to correctly identify and manage ‘at risk’ merchants
  • Liaising with external administrators to ensure that Tyro’s assets are prioritised in cases of liquidation or administration
  • Addressing any deregistered ABN’s, defining the current state of the business and updating internal systems as required
  • Actioning garnishee orders - explaining to our merchants the obligation that Tyro has to the ATO and accommodating the merchant’s circumstances
  • Finalisation of suspended accounts including default listing, payment plans, fee write-off
  • Think outside the box and utilise creative problem solving and logic to recover outstanding resources, as well as address any complications that may impact merchants, stakeholders or the company
  • Assist the wider Customer Solutions Team with any Asset Recovery, Complaints, ad hoc reporting or project work
  • Reporting on current recovery success rates and trends and providing insights to key stakeholders
  • Be an advocate for the ‘voice of the customer’, making sure that their feedback is heard
  • Escalate any dissatisfied customers according to the IDR process
  • Assist with process improvement to help better the customer journey or experience
  • Experience/Skills Desired:

  • Have an enthusiasm for customer service, and be able to contact merchants in a timely manner
  • Be highly organised, self-motivated, responsible and accountable
  • Needs to be able to work autonomously and be aware of the set timeframes and deadlines to be met in the established Collections process in order to maximise success rate of collecting outstanding assets and funds
  • Excellent troubleshooting skills in both technical and service fields
  • Can maintain a friendly and professional manner when dealing with difficult situations and individuals
  • Needs to be able to discuss sensitive issues with merchants and other stakeholders with the goal to resolve it and de-escalate to minimise further escalations
  • Continuously look for opportunities for process improvements and improving the customer experience
  • Why work for us

    We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

    🎥 Take a look here what it's like to work at Tyro

    Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australia businesses.

    Our almost 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. We offer some amazing employee benefits such as a generous learning & development budget for training for professional and personal development, 16 weeks paid primary carers leave, 3 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, and not to mention our multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and an awesome rooftop area for socialising, all available to be enjoyed. 

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    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.