Collections Consultant

Plan Partners; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Novated leasing benefits and discounts

12 weeks paid parental leave

Comprehensive learning and development

Wellbeing and employee support

Job summary

McMillan Shakespeare Group (MMS) is seeking a Collections Officer to support MMS in reducing arrears and negotiating suitable repayment arrangements while ensuring compliance with policies and legislation.

You will contact customers, negotiate plans, document activity in CRM, and escalate complex cases, all while maintaining high standards of service and ethical collections practices. Hybrid working is welcomed.

Qualifications

• Experience in collections, customer service, or call centre environments.
• Strong communication and negotiation skills with the ability to handle difficult conversations.
• Attention to detail and good record-keeping.

Responsibilities

• Contact customers via phone, email, or written correspondence regarding arrears on accounts.
• Negotiate payment plans and resolve arrears in line with internal policies.
• Assess customer circumstances and provide appropriate repayment options.
• Maintain accurate and detailed account notes in customer systems.
• Monitor accounts and follow up to ensure repayments are maintained.
• Escalate cases where balances remain unresolved or risk indicators are identified.
• Respond to customer inquiries and complaints professionally and empathetically.
• Ensure all collection activity complies with regulatory and legal obligations.

Skills

Collections experience

Communication skills

Negotiation

CRM experience

Record-keeping

Education

VCE or equivalent (preferred)

Tools

CRM systems

Job description

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives. Here’s how you will make a difference in this role…

The Collections Officer is responsible for supporting MMS in reducing arrears, engaging with customers to recover outstanding balances, and negotiating suitable repayment arrangements while maintaining compliance with company policies and relevant legislation. At MMS clear expectations help our people Be the Difference.

Your key responsibilities in this role will include:

• Contact customers via phone, email, or written correspondence regarding arrears on accounts
• Negotiate payment plans and resolve arrears in line with internal policies
• Assess customer circumstances and provide appropriate repayment options
• Maintain accurate and detailed account notes in customer systems
• Monitor accounts and follow up as required to ensure repayments are maintained
• Escalate cases where balances remain unresolved or risk indicators are identified
• Respond to customer enquiries and complaints professionally and empathetically
• Ensure all collection activity complies with regulatory and legal obligations
• Ad Hoc requirements as directed

To be considered for this role you will have:

• Previous experience in collections, customer service, or a call centre environment (preferred)
• Strong communication and negotiation skills
• Ability to handle difficult conversations calmly and professionally
• Good attention to detail and record-keeping skills
• Ability to work to targets and deadlines
• Basic computer skills and experience using CRM or collection systems
• Understanding of customer service and ethical collections practices
• Awareness of compliance, privacy, and conduct obligations (training provided where required)
• Problem-solving skills and sound judgement
• Resilience and ability to manage challenging customer interactions

Qualifications

VCE or equivalent (not required, but preferred)

What we can offer you:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

We value the skills and attributes veterans can bring to our organisation.

We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service. Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.