This is a Payment Support Officer role with RACV based in Melbourne, VIC, AU RACV Role Seniority - mid level More about the Payment Support Officer role at RACV Melbourne, Victoria | RACV Head Office Permanent Full Time | Hybrid Working Competitive Salary | Discounts on Selected RACV Products Payment Support Officer At RACV, we’re there for our members when it matters most. As a Payment Support Officer, you’ll play a critical role in supporting members through financial challenges, helping them find practical solutions while also protecting the organisation’s financial position. This is a role that balances empathy with accountability, where every conversation makes a difference. About the role You’ll work directly with RACV members who need support managing their loan repayments — listening to their circumstances, exploring options, and helping them find a way forward. At the same time, you’ll proactively manage a portfolio of accounts to identify risks early and protect the organisation’s financial position. You’ll operate within a regulated environment, ensuring all interactions align with key legislation and guidelines (including NCC/NCCPA, Privacy Act, ACCC and AML/CTF requirements), while maintaining RACV’s reputation and integrity. Key responsibilities Proactively manage delinquent accounts and member repayment behaviour Have quality, solution-focused conversations regarding financial hardship and alternative repayment arrangements Support insurance claims (Asset / CCI / GAP) through timely follow-up with members and external stakeholders Liaise with external parties (e.g. agents, auction houses, counsellors) to recover outstanding monies or assets Identify potential losses and recommend appropriate repayment strategies Deliver efficient, high-quality phone-based service to members Assist with reporting (weekly, monthly, bi-annual) Handle complaints in line with internal dispute resolution processes What you’ll bring You’re confident navigating sensitive conversations and can balance commercial outcomes with genuine care for customers. Experience in finance, lending, or debt recovery (2 years preferred) Strong telephone negotiation and problem-solving skills Ability to assess situations and make sound, fair decisions Empathetic, calm and resilient when dealing with challenging circumstances Strong time management and ability to work to targets Comfortable using systems such as Salesforce (or similar) Understanding of financial hardship provisions or lending environments is highly regarded There’s so much on offer when you join RACV A flexible, informal work environment that supports balance between work and home Generous discounts on home and car insurance policies and RACV roadside care RACV Club membership and great discounts across RACV resorts Monthly-updated discounts from a wide range of corporate partners Our difference At RACV, we believe diversity and inclusion are essential to our continued success. We want our people to feel welcomed, supported and valued for who they are and what they bring. If you require any reasonable adjustments during the recruitment process or in the role, please let our Talent Acquisition team know. Application process Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check. How to apply: Click Apply Now and log in to your Candidate Profile If required, click Forgot your password to receive a link to reset If you have not previously registered: Click Create an account to apply for our career opportunities; or Click Apply Now and create your Candidate Profile as part of your application Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the RACV team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Proactively managing delinquent accounts Having quality, solution-focused conversations Liaising with external parties Key Strengths Experience in finance, lending, or debt recovery Strong telephone negotiation and problem-solving skills ❤️ Empathetic, calm and resilient Understanding of financial hardship provisions ⏰ Strong time management Comfortable using systems such as Salesforce A Final Note: This is a role with RACV not with Hatch.
