Job Description

About Us

Learning Online Group is a modern education provider specialising in short, online courses designed to give students practical skills to succeed in work and business. Founded in 2019, we have quickly become one of the leading online course providers across Australia and New Zealand, with continued international expansion.

As our global student base grows, we are expanding our Student Services team and are seeking a full-time, remote Student Services - Collections & Retention Administrator to support students across multiple regions.

The Role

The Student Services - Collections & Retention Administrator plays a critical role in supporting students while ensuring the smooth operation of collections, retention, billing, and cancellation processes.

This is a full-time, fully remote position, suited to someone who thrives in a structured online environment and is confident supporting students via phone, email, and digital systems. You will work closely with tutors, finance, and student services leadership to deliver an empathetic, professional, and efficient student experience while supporting students across different geographies and time zones.

Key Responsibilities

Customer Service & Student Support

Deliver exceptional customer service to students with empathy, patience, and professionalism Respond to student enquiries via phone, email, and case management systems in a timely and accurate manner Manage inboxes and case queues related to collections, cancellations, and retention Handle sensitive or challenging conversations calmly and professionally Manage student complaints and disputes in line with company policies Proactively engage with at-risk students to discuss support options, payment solutions, or alternative study arrangements

Collections & Account Management

Manage a portfolio of student accounts across various stages of payment and arrears Conduct outbound calls, emails, and SMS follow-ups to recover outstanding balances Support students with payment plans, payment processing, and billing updates Complete billing and administrative tasks, including adjusting payment dates and updating card details Maintain accurate case notes, payment histories, and communications in Salesforce and finance systems Escalate complex or high-risk cases to senior team members when required Ensure all collections activities comply with relevant regulations, consumer law, and company policies Consistently meet monthly performance targets relating to recovery, resolution, and response times

Retention & Cancellations

Manage post-cooling-off cancellation correspondence in line with policy Communicate with students who are no longer eligible for cancellation to outline next steps and retention options Handle inbound cancellation and account review requests professionally and empathetically Use active listening and problem-solving to explore retention solutions such as deferrals, payment plans, or course transfers Accurately record and track cancellation requests and follow-up actions Manage cancellation dashboards and inboxes to ensure timely and compliant responses Identify trends and common drivers of cancellations to support continuous improvement

Collaboration & Performance

Work remotely as part of the Student Services team, collaborating with colleagues across departments and regions Participate in regular virtual training, meetings, and feedback sessions Contribute to continuous improvement initiatives to enhance efficiency, accuracy, and the overall student experience Support team goals and share insights to improve retention and financial outcomes

About You

Experience in customer service, collections, retention, or student services (education or finance experience preferred) Strong verbal and written communication skills with a confident and empathetic phone manner Proven ability to manage difficult or sensitive conversations professionally Strong negotiation, problem-solving, and conflict-resolution skills High attention to detail and ability to manage high case volumes remotely Experience using CRM systems (Salesforce preferred) and payment processing tools Strong organisational skills and comfort working to KPIs and targets Ability to work independently in a remote, structured environment with reliable internet access

Reporting & Collaboration

This role reports to the Student Services Manager and works closely with the Student Services Operations Manager, Head of Student Services, and Finance and Executive teams.

Why Join Learning Online Group?

Full-time, fully remote role within a growing international education organisation Supportive and collaborative remote team culture Opportunity to make a meaningful impact on student outcomes Clear systems, training, and development support Career progression opportunities as the organisation continues to grow
Job Types: Full-time, Permanent

Pay: R275000,00 - R285000,00 per year

Work Location: Remote