Support strong customer outcomes while helping optimise cash flow and manage credit risk within a structured, professional contact centre environment.
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.

Must have experience working in a fast-paced call or contact centre environment (exposure to credit, debt collection, or financial services is highly regarded but not essential)
Strong communication skills, with the ability to engage professionally and empathetically with customers and internal teams
Confidence working across multiple systems, policies, and data in a fast-paced environment
A positive, adaptable mindset, with the resilience to manage challenging conversations and openness to feedback and development
Proficient in Microsoft Office Suite (Outlook and Excel)
Strong attention to detail and accuracy
Must have Full Working rights in Australia
Ability to successfully complete and clear all required background and criminal history checks.

Attractive salary package with a potential for extension based on business needs and performance!
4–6 weeks of comprehensive, fully paid onsite training delivered at our Eastern Creek office to ensure you are fully supported and confident before taking live calls.
Fortnightly roster on Monday – Friday shifts (8.30am-4.30pm, 9.00am-5.00pm, or 9.30am-5.30pm). No weekends and no late evening shifts!

Collections Officer

Key skills