Collections Officer

icare; Parramatta; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working

Hybrid work arrangement

Health subsidies

Employee assistance program

Job summary

icare is seeking a Collections Officer to help manage premium debt within our Workers Compensation business. You will work across customers, internal teams and external partners to recover premiums while balancing customer circumstances and compliance.

You will contribute to the second stage of the collections framework, supporting recovery and debt-collection activities with a focus on effective strategies and compliant processes.

Qualifications

• Experience in credit and collections management.
• Strong understanding of insurance industry products and programs.
• Ability to balance customer circumstances with compliance requirements.

Responsibilities

• Manage debtor accounts within targets, including overdue premiums and high-risk accounts.
• Resolve unpaid policies while maintaining respectful customer experience.
• Collaborate with internal teams and external partners to support collection outcomes.
• Respond to customer care complaints and resolve issues affecting collections.
• Identify operational issues and escalate to Collections leadership for timely action.
• Ensure collection activity complies with applicable legislation, codes and policies.
• Share knowledge to strengthen collection strategies and best practices.

Skills

Collections management

Insurance products

Stakeholder collaboration

Detail-oriented

Education

Business administration qualification

Job description

Your work helps create the conditions for safe recovery and sustainable return-to-work outcomes for people and employers across NSW.

As a Collections Officer, you’ll play an important role in managing premium debt and supporting effective collections outcomes within our Workers Compensation business. Working across customers, internal teams and external partners, you’ll manage debtor accounts, support collection strategies and help resolve unpaid policies while balancing customer circumstances, compliance requirements and commercial outcomes.

Within Partnered Collections, you’ll contribute to the second stage of the collections framework, supporting the recovery of premiums and the effective management of matters requiring legal escalation and debt recovery activity.

What you'll be working on

• Manage debtor accounts within agreed targets, including overdue premiums and higher-risk accounts.
• Work with customers to understand and resolve unpaid policies while providing a respectful, high-quality customer experience.
• Build effective relationships with internal teams and external legal partners to support collection strategies and outcomes.
• Respond to customer care complaints and work through issues that may affect the collection process.
• Identify emerging operational issues and elevate them to Collections leaders so they can be addressed promptly.
• Apply relevant legislation, industry codes, policies and procedures to keep collection activity compliant and consistent.
• Share knowledge and contribute to team discussions that strengthen collection strategies and better practice.

What you'll bring

• Experience in credit and collections management, with the judgement to work through overdue accounts and competing priorities.
• A strong understanding of insurance industry products and programs.
• Business administration or a related qualification, or equivalent knowledge and skills gained through practical experience.
• The ability to make sense of detailed information, identify issues and find practical ways forward.
• A collaborative approach to building productive relationships with customers, colleagues and external stakeholders.
• The ability to manage customer expectations sensitively, openly and respectfully, including when navigating challenging collection matters.

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets; and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive. For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve if you need adjustments during the process please note this in your application.

Before you apply

To be eligible for this opportunity, you’ll need unrestricted Australian working rights and be able to live and work in NSW. This includes Australian citizens, permanent residents and New Zealand citizens with a current passport. As part of our recruitment process, you’ll also be asked to complete standard pre-employment checks, including a criminal history check.

Please note: icare operates a direct sourcing model and does not accept agency introductions.