Our Client Our client is an Employer of Choice with a well known brand name committed to innovation and excellence, fostering a collaborative culture focused on growth and values. They prioritise creating an environment where team members can thrive professionally while contributing to high standards of service and operational success. The Role This position involves taking ownership of a portfolio of late-stage arrears accounts, providing best in class collection and customer service support. The successful candidate will make informed decisions to effectively manage delinquency, mitigate losses, and ensure all activities align with regulatory obligations. Manage the arrears accounts and handle related inbound and outbound customer and partner communications in line with defined KPIs. Negotiate and establish suitable payment plans or immediate payments by leveraging active listening and proven collections techniques to deliver exceptional customer experiences. Maintain precise and up to date customer records, ensuring accuracy in all contact details, banking information and other critical data following every interaction or attempt. Identify risks or concerns early and escalate matters promptly to help reduce losses, address complaints and support positive outcomes for customers and the business. Ensure complete compliance with all applicable regulatory requirements, including relevant legislation and internal policies, in every aspect of portfolio management and customer engagement. The Candidate We seek a dedicated collections professional with experience in fast-paced environments who is committed to achieving strong results while maintaining a customer first approach. Demonstrated experience in collections, customer service, credit or loss recovery roles within a responsible lending or similar environment. Sound knowledge of debt collection guidelines and the regulatory landscape governing collections activities. Proficiency with skip tracing tools and methods alongside strong negotiation skills for engaging effectively with customers. Ability to perform well in high-volume, KPI driven settings with a high level of attention to detail. Strong verbal and written communication skills, including confidence in interacting with senior management. Aptitude for quickly learning and clearly explaining complex processes and procedures. Customer service oriented mindset with a focus on positive engagement and outcomes. Remuneration and Benefits Competitive salary of $89,600 Package Hybrid working arrangement Full-time role Modern systems and tools to support daily activities Supportive team and leadership environment Professional development opportunities Structured KPIs and performance framework
