Senior Collections Officer

About the role

The Senior Collections Officer plays a critical role in managing and recovering outstanding debts while maintaining positive customer relationships. The successful candidate will proactively engage with customers to negotiate sustainable repayment plans, offer accurate account advice, and identify shifts in payment behavior to improve financial outcomes.

Key responsibilities

• Handle internal queries about payments

• Provide accurate advice on accounts

• Respond promptly and completely to customer enquiries

• Ensure customers pay on time and negotiate repayment plans

• Follow up overdue accounts by telephone, SMS, email and letter within agreed timescales

• Maintain accurate records of all collections activity

• Regularly make proactive contact with customers to ensure all relevant debts are managed as necessary

• Identify changes in payment patterns and propose improvement actions

• Identify accounts for Hardship

• Meet Monthly Targets in reducing arrears

About you

• Sound computer literacy including Microsoft Office

• Familiarity with Google suite of products - especially Gsheet, GDocs and GDrive

• Demonstrated use of AI to enhance workflow efficiency

• Excellent written and verbal communication skills

• Previous experience in dealing with customers is preferred

• Previous collections experience

• Knowledge of Australian collection practices in the consumer lending space

• Experience dealing with Third parties Collection Companies and Debt Management Advisor

• Ability to manage accounts whilst switching between inbound and outbound calls

• Strong decision making and conflict resolution skills