Customer Accounts Consultant

Building the future of home care through technology, innovation and human connection

At Trilogy Care, we’re reimagining how Australians receive care at home through technology, innovation and great people. We’re combining healthcare expertise with AI, automation and intelligent systems to build a smarter, more connected care experience. By equipping every team with modern technology and data, we’re reducing administration, enabling better decisions, and creating more time for meaningful work.

Role Overview

As a Customer Accounts Consultant, you’ll support care recipients and their families by managing outstanding co-contribution balances with empathy and professionalism. You’ll work collaboratively to establish payment solutions, manage ITF refunds, and ensure compliance with relevant regulations.

Reporting to the Team Lead, you’ll manage a high volume of customer accounts, primarily over the phone, while maintaining accurate records and contributing to collections reporting. You’ll play a key role in delivering positive outcomes for both our clients and the business through exceptional customer service and effective account management.

What You’ll Do

• Manage inbound and outbound calls to care recipients and their nominated representatives regarding outstanding co-contribution balances.
• Work with clients to establish suitable payment solutions and payment plans while responding to account enquiries with empathy and professionalism.
• Set up direct debit authorities, process payments, and manage Income Tested Fee (ITF) refunds.
• Maintain accurate records of all customer interactions and account activity within the CRM.
• Escalate complex or sensitive accounts to the Team Lead with appropriate documentation.
• Collaborate with internal teams to ensure account accuracy and compliance with Services Australia requirements.
• Respond promptly to enquiries relating to Income Tested Fees, outstanding balances, and account management.
• Prepare regular reporting on account resolution activity, performance, and trends.
• Ensure all activities comply with relevant debt collection legislation, company policies, and privacy requirements.

What You’ll Bring

• 2+ years in collections or credit control or a strong passion to build a career in the space
• Confidence making high-volume outbound calls with a calm, client-first approach
• Natural communication skills with strong attention to tone, detail, and empathy
• Strong problem-solving and negotiation skills
• Comfort speaking with older clients and tailoring your style with care
• Proficiency in Microsoft 365 (especially Excel)

Why Trilogy Care?

1. Modern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
2. Vibrant team culture and regular social events
3. Opportunities for career mapping and career progression within the company
4. Salary packaging (Novated Leasing) to boost your take-home pay
5. Access to Fitness Passport to support your health and wellbeing
6. EAP support for you and your immediate family
7. Employee discounts on groceries, fuel, utility bills, wellness and more 

Please note

To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding.

We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.