Collections Advisor Inbound/Outbound - Mobility (Open)

WEX; Melbourne; Sur place; AUD 55 000 - 75 000; Plein temps

Résumé du poste

WEX in Melbourne is seeking a Collections Advisor to manage a high-volume portfolio of overdue accounts, balancing commercial outcomes with exceptional service. You will negotiate payment arrangements, investigate queries, and maintain precise records to support compliance.

The role emphasizes confident phone communication, resilience in a KPI-driven environment, and a keen eye for accurate data entry while handling arrears with empathy.

Qualifications

• Proven ability to communicate clearly over the phone and with empathy.
• Experience applying credit policies and debt recovery strategies.
• Strong data entry accuracy and process adherence.

Responsabilités

• Handle a high volume of inbound and outbound contact to resolve overdue accounts.
• Negotiate sustainable payment arrangements within approved guidelines.
• Prioritize workflow based on risk and aging to ensure timely follow-ups.
• Investigate discrepancies and resolve billing queries to enable payments.
• Identify and escalate hardship or high-risk cases per regulatory standards.
• Maintain meticulous records of customer interactions and outcomes.

Connaissances

Phone communication

Negotiation

Attention to detail

Debt recovery

Customer service mindset

Description du poste

Collections Advisor Inbound/Outbound - Mobility (Open)

As a key member of our Credit & Collections team, you will take full ownership of your assigned portfolio. In this role, you will be a vital link between our business and our customers, providing professional solutions that balance commercial outcomes with exceptional service.

Key responsibilities

• Managing a high volume of inbound and outbound touchpoints to resolve overdue accounts and secure payment commitments
• Utilizing communication skills to negotiate sustainable payment arrangements within approved guidelines
• Prioritizing workflow based on risk and aging, ensuring no account falls through the cracks
• Investigating account discrepancies and resolving billing queries to remove barriers to payment
• Identifying and escalating financial hardship or high-risk cases with empathy and according to regulatory standards
• Maintaining meticulous records of all customer interactions and outcomes to ensure audit and compliance readiness

About you

• Confident on the phone, able to lead challenging conversations with professionalism and empathy
• Possess resilience and a positive attitude, maintaining focus in a high-volume, KPI-driven environment
• Detail-oriented with pride in accuracy of work, from data entry to following complex credit policies
• Have a hunter mindset for resolving arrears and a helper mindset for customer service
• Previous experience in Collections, Banking, or Accounts Receivable (nice-to-have)
• Familiarity with credit, billing, or arrears management processes (nice-to-have)