Collections

• Manage accounts receivable and payable activities relating to customer invoices, including co-contributions, personal contributions, and overspends.
• Validate invoices, investigate discrepancies, and reconcile account balances.
• Set up and maintain customer personal and government contribution accounts.
• Monitor customer direct debit arrangements and account status.
• Send invoice-related communications and follow up outstanding payments via phone and email.
• Conduct regular audits of customer files to ensure funding and financial compliance.
• Support customers through proactive and responsive communications across multiple channels.
• Generate statements, account adjustments, and amendments as required.
• Manage shared inboxes and task queues, ensuring timely action and resolution.
• Work closely with Support Partners and the Service & Support team to resolve account enquiries, feedback, and complaints.
• Identify customer concerns and work towards a resolution, escalating where required.
• Contribute to continuous improvement initiatives by reviewing processes and identifying efficiencies.
• Adhere to team processes and meet individual and team KPIs.
• Advocate for customers to ensure their needs are met and enquiries resolved.
• Support other departments as required to meet operational needs.

Collections Specialist

• Manage a combination of inbound and outbound customer calls, with calls averaging around 20 minutes per call, designed to support quality conversations and effective resolution
• Negotiate outstanding payments and deliver fair, compliant, outcome-focused resolutions
• Review and assess customer accounts to identify risk, next actions, and appropriate outcomes
• Support customers experiencing financial hardship by identifying fair and sustainable solutions
• Collaborate closely with internal stakeholders, including Customer Service, Account Managers, and Credit leaders
• Manage relationships with external Debt Collection Agencies, including referrals, progress updates, and supporting performance reviews
• Maintain strong compliance with credit policies, privacy obligations, legislative requirements, and risk-minimisation practices.

Credit & Collections Officer

• Leading, coaching and developing a high-performing Collections team
• Driving team performance, maximising recoveries and minimising losses
• Setting clear expectations and holding the team accountable to agreed standards, KPIs and behaviours
• Working with the Head of Collections and Collections & Recoveries Manager to implement strategies aligned to business goals
• Acting as the first point of contact for team escalations, complex matters and business queries
• Identifying capability gaps and delivering practical training, coaching and support
• Conducting regular QA, account and activity reviews to ensure quality, compliance and consistency
• Using data, reporting and performance insights to identify trends, risks and improvement opportunities
• Supporting change, transformation and continuous improvement across Collections
• Building a team culture focused on performance, accountability, quality and development

Team Leader – Collections

• Manage a combination of inbound and outbound customer calls, with calls averaging around 20 minutes per call, designed to support quality conversations and effective resolution
• Negotiate outstanding payments and deliver fair, compliant, outcome focused resolutions
• Review and assess customer accounts to identify risk, next actions, and appropriate outcomes
• Support customers experiencing financial hardship by identifying fair and sustainable solutions
• Collaborate closely with internal stakeholders, including Customer Service, Account Managers, and Credit leaders
• Manage relationships with external Debt Collection Agencies, including referrals, progress updates, and supporting performance reviews.
• Maintain strong compliance with credit policies, privacy obligations, legislative requirements, and risk‑minimisation practices.

Collections jobs in Australia

See all jobs on JobTailor

Collections Specialist

Credit & Collections Officer

Team Leader – Collections

Credit & Collections Officer