Collections Officer

About the role

A forward-thinking organisation is recruiting a Collections Officer through its recruiter, Byron Thomas Recruitment, based in Macquarie Park, NSW. The role takes ownership of a portfolio of late-stage arrears accounts, providing high-quality collection and customer service support while managing delinquency, mitigating losses and meeting regulatory obligations.

Key responsibilities

• Manage a queue of 31-120+ day arrears accounts using outbound dialler systems, handling related inbound and outbound customer and partner communications in line with defined KPIs.
• Negotiate and set up payment plans or immediate payments using active listening and proven collections techniques.
• Maintain accurate, up-to-date customer records, including contact details and banking information, after each interaction.
• Identify risks early, escalate matters promptly and help reduce losses and resolve complaints.
• Ensure full compliance with regulatory requirements, legislation and internal policies in all portfolio management and customer engagement.

Required profile

• Demonstrated experience in collections, customer service, credit or loss recovery roles within a responsible lending or similar environment.
• Sound knowledge of debt collection guidelines and the regulatory landscape.
• Ability to work in high-volume, KPI-driven settings with attention to detail.
• Strong verbal and written communication, including with senior management, and aptitude for explaining complex processes.

Required skills

• Proficiency with skip tracing tools and methods.
• Strong negotiation skills.

What we offer

• Competitive salary of $95,200.
• 12-month fixed term contract, full-time, with hybrid working.
• Modern systems and tools, supportive team and leadership, and professional development opportunities.
• Structured KPIs and performance framework.