Senior Collections Officer - Hybrid

About the role

A recruitment agency is hiring, on behalf of its client, a Senior Collections Officer for a full-time hybrid role based in the Sydney CBD. The position takes ownership of a portfolio of late-stage arrears accounts, providing best-in-class collection and customer service support. The client is described as an employer of choice with a well-known brand, committed to innovation, collaboration and career growth.

Key responsibilities

• Manage the arrears accounts and handle related inbound and outbound customer and partner communications in line with defined KPIs.
• Negotiate and establish suitable payment plans or immediate payments using active listening and proven collections techniques.
• Maintain accurate and up-to-date customer records, including contact details and banking information, after each interaction.
• Identify risks or concerns early and escalate them promptly to reduce losses and support positive outcomes.
• 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 governing collections.
• Ability to perform well in high-volume, KPI-driven settings with a high level of attention to detail.
• Strong verbal and written communication skills, including confidence interacting with senior management.
• Customer service orientation with a focus on positive engagement and outcomes.

Required skills

• Proficiency with skip tracing tools and methods.
• Strong negotiation skills for engaging with customers.
• Aptitude for quickly learning and explaining complex processes.

What we offer

• Package of $89,600.
• Hybrid working arrangement in a modern CBD location.
• Full-time role with modern systems and tools supporting daily work.
• Supportive team and leadership environment.
• Professional development opportunities.
• Structured KPIs and performance framework.