Collections Specialist

Summary:

As a Collections Specialist at our Melbourne call centre, you will play a crucial role in managing customer accounts and ensuring timely collection of outstanding debts. Your expertise in customer service and collections will contribute to the financial health of our organisation, fostering positive relationships with clients while maintaining compliance with relevant regulations.

Responsibilities:

• Manage and oversee the collections process for overdue accounts.
• Communicate effectively with customers via phone and email to negotiate payment plans.
• Maintain accurate records of customer interactions and payment agreements.
• Collaborate with team members to develop strategies for improving collection rates.
• Provide exceptional customer service while addressing inquiries and resolving disputes.
• Monitor account statuses and follow up on outstanding payments.
• Prepare reports on collection activities and account statuses for management review.

Qualifications:

• Proven experience in a collections or customer service role, preferably within a call centre environment.
• Strong communication and negotiation skills.
• Ability to handle difficult conversations with professionalism and empathy.
• Familiarity with debt collection regulations and best practices.
• Proficient in using customer relationship management (CRM) software and Microsoft Office Suite.
• Strong organisational skills and attention to detail.
• Ability to work independently and as part of a team.

Key Skills & Experience

Essential

• Previous experience in a collections or recoveries environment.
• Exposure to skip tracing activities as part of account management.
• Strong communication and negotiation skills.
• Ability to manage a portfolio independently with appropriate judgement.
• High attention to detail and sound record-keeping practices.
• Desirable

• Experience working with aged reexperience working with aged or hard-to-contact accounts.
• Familiarity with Debtrak or similar collections systems.
• Understanding of legal escalation pathways in debt recovery.
• Hard-to-contact accounts.

We are an equal opportunity employer and value diversity at all levels of our organisation. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, culturally and linguistically diverse backgrounds, and people of all genders.

Please feel free to submit your resume and cover letter for further consideration. If you have any questions regarding the role, please contact Pooja at poojag@collectau.com.