Collections Officer - AU Account

Collections Officer
Australian Consumer Lender

The Collections Officer is responsible for managing overdue customer accounts and supporting responsible debt recovery practices while maintaining a customer-focused approach.
The role involves communicating with customers to negotiate repayment arrangements, processing hardship applications, coordinating with external service providers, and maintaining accurate records of all collection activities.
The Collections Officer plays an important role in balancing effective recovery outcomes with fair treatment of customers, ensuring all activities comply with applicable legislation and internal policies.

Key Duties and Responsibilities

• Manage inbound and outbound communications with customers regarding overdue accounts and repayment obligations.
• Negotiate appropriate and compliant repayment arrangements with customers.
• Assess and process financial hardship applications in accordance with company policies and regulatory guidelines.
• Liaise with external service providers and commercial agents to support customer location and collections activities.
• Maintain accurate records of customer communications, payment arrangements, and collection activities within internal systems.
• Ensure all collections activities comply with applicable legislation including Debt Collection Guidelines, NCCP requirements, and Privacy Act obligations.
• Provide administrative support to the broader Collections team and assist with related operational tasks as required.

Skills and Experience Required

• Previous experience in collections, credit control, or customer account management, preferably within financial services, consumer lending, or credit operations environments.
• Strong communication and negotiation skills, with the ability to manage sensitive conversations and reach practical repayment solutions.
• Good understanding of collections processes and regulatory requirements, including Debt Collection Guidelines, NCCP obligations, and privacy legislation.
• Ability to manage multiple accounts and customer interactions simultaneously while maintaining accurate documentation and meeting operational targets.
• Strong organisation and time management skills, with attention to detail in system updates and administrative processes.
• Demonstrated professionalism, resilience, and empathy when working with customers experiencing financial difficulty.
• Ability to work effectively within a team-based operational environment while maintaining accountability for individual performance.

We’re offering:

• Competitive salary, allowances and benefits.
• A supportive and positive work environment.
• Ongoing training and professional development opportunities.
• Australian business hours schedule (morning/day shift), Monday to Friday
• Full time onsite in Ortigas (near Robinsons Galleria)