Job Description ABOUT THE COMPANY

This Australian fintech supports thousands of small and medium businesses across hospitality, retail, healthcare and professional services. With a strong people-first culture, the business is known for its collaborative leadership, internal career progression and genuine investment in employee development. As the company continues to scale, customer experience and retention have become major strategic priorities – creating exciting opportunities for customer service professionals wanting to grow their careers in a modern, fast-paced environment.

ABOUT THE ROLE

This is a unique opportunity to join a newly expanded Strategic Accounts team focused on strengthening customer relationships and reducing churn across the business. Blending customer service, relationship management and problem-solving, you’ll work directly with business owners to understand challenges, investigate account activity and deliver tailored solutions.

This isn’t a scripted, high-volume environment. You’ll investigate accounts, review customer activity and understand merchant needs before reaching out – allowing you to have more strategic, relationship-focused conversations with business owners and genuinely influence customer outcomes.

DUTIES

Manage inbound customer enquiries relating to account concerns, pricing and retention

Conduct proactive outbound engagement with customers identified as at risk

Investigate account activity, transaction history and customer concerns before outreach

Build strong relationships with business owners and decision-makers

Deliver tailored solutions to improve customer experience and strengthen loyalty





Manage pricing and rate review conversations within approved guidelines

Use phone, email and SMS to maintain proactive customer engagement

Collaborate with leaders and colleagues to improve retention strategies and customer outcomes

Maintain accurate records and follow-up activity across multiple customer conversations

Contribute to team KPIs, quality standards and customer retention outcomes

SKILLS & EXPERIENCE

Previous experience within customer service, retention, account management or contact centre environments

Strong communication and rapport-building skills

Confidence handling difficult or solution-focused conversations

Ability to problem solve and investigate customer concerns independently

Commercial awareness and ability to balance customer and business outcomes

Resilient, adaptable and comfortable working within KPIs

Strong written communication and systems skills

Experience within fintech, banking, telco, complaints, collections, retail or consultative customer environments highly regarded

Proactive mindset with the ability to manage multiple conversations and follow-ups

BENEFITS

Structured 5-week onboarding and ongoing coaching

Clear career progression opportunities across the wider business

Exposure to a growing fintech environment

Supportive, collaborative and social team culture





Birthday leave + additional wellbeing leave

Recognition programs, team celebrations and engagement events

Monday to Friday role – no weekend or public holiday work

Modern office environment with robust internal mobility opportunities

OUR RECRUITMENT PROCESS

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We look forward to providing you with a positive and respectful experience.

This permanent, full-time Sydney role offers a $75,000 salary package + potential annual bonus, along with hybrid working flexibility after training.

DE&I; STATEMENT

At Lotus People we aim to create a better future where we authentically serve, reflect and embrace everyone. We believe in fostering a more diverse, equitable and inclusive

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