Collections Consultant — Empathetic Solutions & Growth

KBH Solutions; Gold Coast City; On-site; AUD 59,000 - 72,000; Full time

Benefits offered by this job

Onsite parking

Company perks

Career growth opportunities

Job summary

KBH Solutions is seeking a Collections Consultant to join a growing finance team in Southport. You will support loan accounts via phone, email, and online channels, delivering a professional and empathetic customer experience.

Key responsibilities include assisting with general enquiries, managing collections, updating records, handling hardship cases, and ensuring compliant file notes. This role requires a customer-focused, team player attitude and strong communication skills.

Qualifications

• Professional, respectful, and customer-focused approach at all times.
• Strong communication skills with ability to build rapport and trust.
• Experience in fast-paced customer service or collections is highly regarded.
• Ability to handle sensitive conversations with discretion.
• Detail-oriented and able to manage multiple tasks efficiently.
• Knowledge of regulatory requirements and policy adherence.

Responsibilities

• Assist customers with general enquiries and account support.
• Manage collections and work with customers to find suitable payment solutions.
• Update customer accounts and maintain accurate records.
• Handle hardship cases with sensitivity and professionalism.
• Ensure detailed and compliant file notes and database updates.
• Adhere to internal policies, processes, and external regulatory requirements.

Skills

Customer service

Collections

Communication

Empathy

Attention to detail

Multi-tasking

Regulatory compliance

Job description

KBH Solutions is seeking a Collections Consultant to join a growing finance team in Southport. You will support loan accounts via phone, email, and online channels, delivering a professional and empathetic customer experience.

Key responsibilities include assisting with general enquiries, managing collections, updating records, handling hardship cases, and ensuring compliant file notes. This role requires a customer-focused, team player attitude and strong communication skills.