Collections, Retention and Recovery Officer

This is an exciting opportunity for a high-performing and experienced Collections, Retention and Recovery Officer to join our team on a permanent full-time basis. This is a dedicated Collections role, with a strong focus on debt recovery, customer engagement, negotiation and achieving successful collection outcomes. You will manage a varied portfolio of accounts, proactively engage with customers and use sound judgement to determine the appropriate approach to resolving outstanding debts.

The role requires a professional who is comfortable with multitasking, managing competing priorities and working at pace, while maintaining accuracy, professionalism and a strong customer focus.

This role offers a flexible hybrid structure (3 days in office, 2 days WFH).

Examples of your day-to-day activities include:

• Ensure invoices are issued and followed up in a timely manner.
• Maintain accurate records of all member communications and collection activities in D365, tracking invoice due dates, outstanding balances, and monitoring accounts to ensure timely collection of debts.
• Proactively review accounts receivable ageing reports to identify and track past-due accounts.
• Regularly communicate with customers via phone and email regarding their account’s status, upcoming dues and overdue balances.
• Initiate collection procedures for overdue accounts, including sending reminder notices, making outbound calls, and negotiating and following up payment plans or settlements with customers.
• Provide regular reports to management on the status of accounts receivable, highlighting potential bad debts and emerging issues.
• Conduct regular audits of customer records and initiating contact to verify the correct to confirm correct application of past assigned numbers.
• Resolve disputes and escalate complex matters when required.
• Maintain a professional and respectful approach when dealing with members at all times.

Who you are…

We’re looking for a proactive and experienced Collections professional with outstanding attention to detail, strong analytical and problem-solving skills, and the ability to build positive relationships while confidently managing challenging conversations.  

What you’ll bring:

• Previous experience in debt collection and recovery is highly desirable. This is a Collections-focused role rather than a traditional Accounts Receivable position.
• Strong negotiation and conflict resolution skills, with the resilience to manage challenging conversations confidently.
• High attention to detail and strong record-keeping skills
• Previous experience analysing customer transactions and account balances.
• A track record of meeting or exceeding KPIs.
• The ability to work both independently and collaboratively within a team.
• Strong organisational skills, with the ability to manage multiple tasks effectively.
• Tech savvy, with the ability to utilise multiple systems concurrently.

Applicants with experience using D365 will be highly regarded.

About us…

We’re a not-for-profit organisation that develops and maintains the most widely used global standards for efficient business communication. GS1 Australia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We recognise that our employees are our greatest resource and our most valuable asset, and we have a strong commitment to promoting a collaborative, passionate, inclusive, and caring working environment.

What we offer:

• 17.5% Annual Leave loading paid in a lump sum at Christmas.
• Purchased leave programs.
• Reward & Recognition and Health & Wellbeing programs.
• Employer funded paid parental leave.
• Paid birthday leave, corporate leave and volunteer leave.
• Learning and development opportunities.
• Employee Assistance Program (EAP).
• Regular company-wide social events, virtual and F2F and an active social club.

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