THE ROLE A fantastic opportunity has become available for a Collections Officer to join their high-performing Customer Support function. This role sits within a warm, close-knit team and is perfect for someone who enjoys problem-solving, building rapport, and supporting customers through financial conversations with empathy and confidence. This is a brilliant role for someone who thrives in a purpose-driven, supportive environment and enjoys working in a space where strong communication and emotional intelligence really matter. DUTIES Manage incoming and outgoing phone and email enquiries relating to payments and account adjustments Identify reasons for overdue payments and work with customers to find solutions, including setting up payment plans Recognise early signs of financial difficulty and follow regulatory requirements around hardship conversations Monitor and manage your assigned portfolio of accounts Handle customer calls, perform account reconciliations, minor balance write-offs and credit memo processing Meet performance targets in line with team standards Build and maintain strong, collaborative working relationships across the business Participate in ongoing training and receive regular coaching to support your development THE CANDIDATE This role will suit a confident communicator with collections or arrears experience who genuinely enjoys helping customers. Your emotional intelligence will shine here — you can adapt your communication style to suit a wide range of people, and you approach challenging conversations with professionalism, warmth and clarity. You’ll bring strong attention to detail, problem-solving skills and the ability to get to the root of issues quickly. Experience handling collections via both phone and email is essential, and you’ll be comfortable working in a fast-paced, target-driven environment where customer outcomes matter just as much as performance. Above all, you are empathetic, resilient, and committed to providing a supportive, solutions-focused experience for every customer you speak to. SKILLS & EXPERIENCE Previous experience in collections, arrears management or customer finance, handling both inbound and outbound calls Strong verbal communication skills with the ability to adapt your tone and approach to suit different customer types High level of emotional intelligence, with the ability to manage sensitive or challenging conversations calmly and professionally Excellent problem-solving and critical-thinking skills, able to quickly diagnose issues and offer practical solutions Comfortable working with payment plans, account adjustments, reconciliations and credit memos Strong attention to detail with the ability to follow regulatory and compliance requirements around hardship and customer vulnerability Confident using multiple systems with solid MS Office capability and quick learning of in-house financial platforms Able to work in a target-driven environment while maintaining a customer-first mindset A positive, collaborative team player who enjoys contributing to a supportive and high-performing culture Click APPLY or contact Charlotte Lynch at charlotte.lynch@lotuspeople.com.au for a confidential discussion. 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. Lotus People are proud to have been awarded Best Agency for Candidate Experience for five consecutive years. We respond to every applicant and will strive to ensure you have a positive experience with us! If this sounds like the ideal role for you, apply now for immediate consideration!
