Customer Relations Specialist

Not your average lender. Not your average workplace.

At Jacaranda Finance, we do lending differently. We’re an award-winning, Australian-owned digital consumer lender on a mission to help everyday Australians build a better financial future. Our mission is simple but powerful: to be the backup lender of choice for everyday Australians when their bank says no.

Over the past decade, we’ve grown from a two-person startup to a team of 70+ people (plus three office dogs 🐾), helped hundreds of thousands of customers, and become one of the highest-rated consumer lenders in the country. We’re also proudly Great Place to Work® certified.

We’re looking for a Customer Relations Specialist who genuinely cares about people, thrives on variety, and loves solving problems, especially when conversations are complex, sensitive, or challenging.

The Role

As a Customer Relations Specialist, you’ll be the voice of Jacaranda for customers who need extra care, clarity, or support.

This is a true jack-of-all-trades role, where no two days are the same. One day you might be handling general customer service enquiries, the next supporting customers through hardship or insolvency, resolving complaints, or coordinating repossession outcomes in a fair, respectful, and compliant way. You’ll switch between different types of work, think on your feet, and adapt quickly to what the day brings.

The role is all about connection, ownership, and outcomes. You’ll take the time to understand each customer’s situation, explain options clearly, and help them move forward, while always balancing customer advocacy, compliance, and responsible business decisions. You’ll own conversations end to end, following issues through to resolution rather than passing them on.

You’ll work closely with our internal teams, building strong relationships and contributing to better processes and customer experiences. You’ll also play an important role in identifying patterns, raising improvement ideas, and helping Jacaranda get 1.1% better every day.

You’ll be part of a close-knit, high-performing team that genuinely backs each other, moves fast, and believes that great service, especially in tough moments, can make a real difference to someone’s financial future.

You’ll thrive here if you:

• Have experience in customer service, customer relations, collections, hardship, complaints, or financial services
• Are calm, empathetic, and confident when handling sensitive or complex customer conversations
• Can move between different types of work with ease and enjoy variety in your day
• Communicate clearly and professionally, both verbally and in writing
• Take ownership and see things through to resolution
• Are firm but fair, balancing customer care with responsible outcomes
• Are comfortable working to KPIs without losing sight of the customer experience
• Care deeply about quality, compliance, and doing the right thing
• Love working in a collaborative, energetic team that supports each other
• Bring good energy, don’t take yourself too seriously, and enjoy having fun at work
• Believe in being 1.1% better every day

Pay & Reward

Our approach to pay is simple: competitive and transparent. We believe great work should be rewarded properly, which is why we pay above-market base salaries — attracting and keeping great people matters to us.

On top of your base salary, you’ll be eligible for a monthly incentive scheme, with the opportunity to earn up to 20% of your base salary based on performance.

Why Jacaranda?

• Great Place to Work® certified
• $1,000 annual learning budget + ongoing training + Go1 Learning
• Career progression & internal promotion opportunities
• Birthday leave + $500 annual leave bonus
• Free daily coffee at the local café ☕
• Office dogs 🐶
• Hybrid working model (Milton HQ)
• A workplace where wellbeing, purpose, and performance go hand in hand

Our culture matters to us.

We believe great work happens when people thrive together. To help you understand how we work, what we value, and what you can expect at Jacaranda, we’ve put together our Thriving Together document. Ready to see what thriving together really means? 👉https://docsend.com/v/hy7mj/thrivingatjacarandafinance

Ready to Apply?

If you’re a Customer Relations Specialist who wants meaningful work, real variety, supportive leadership, and a culture that genuinely cares, we’d love to hear from you.