Collections Officer

Transurban Group; Sydney; Hybrid; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid work after training

Permanent or fixed-term roles

6 weeks onsite training

Office locations: Eastern Creek or CBD

No weekends and no late shifts

Job summary

Transurban Group in Sydney is seeking experienced contact centre professionals for immediate start as Collections Officers within our Credit team. These roles involve handling inbound and outbound calls, negotiating payments, and supporting customers while safeguarding cash flow and credit risk.

Roles are permanent or 6-month fixed-term with potential extensions, with hybrid work after training and office locations at Eastern Creek or CBD.

Qualifications

• Experience in a fast-paced call or contact centre environment with exposure to credit or debt collection is advantageous.
• Strong communication skills to engage professionally with customers and internal teams.
• Ability to navigate multiple systems and data while typing or talking.
• Positive, adaptable mindset with resilience for challenging conversations and openness to feedback.
• Proficiency in Microsoft Office (Outlook and Excel).
• Must have Full Working rights in Australia.

Responsibilities

• Manage inbound and outbound calls with an average duration around 20 minutes.
• Negotiate outstanding payments and deliver fair, compliant resolutions.
• Review customer accounts to identify risk, next actions, and outcomes.
• Support customers experiencing financial hardship with fair and sustainable solutions.
• Collaborate with Customer Service, Account Managers and Credit leaders.
• Liaise with external Debt Collection Agencies and provide updates as needed.

Skills

Call centre experience

Communication skills

Multi-system navigation

MS Office (Outlook, Excel)

Australian work rights

Tools

Dialer system

CRM software

Job description

Sydney (Eastern Creek or CBD office location)

Permanent and Fixed-term positions available

Working at Transurban is different; it's a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions- building and operating safer, smarter, and more sustainable roads-to solve pressing transport challenges that are slowing cities down.

Are you an experienced contact centre professional looking for an immediate start?

We are seeking highly motivated, phone-based customer service and/or collections specialists to join our Credit team. These are permanent and 6- month fixed term opportunities (with a potential for extension or permanent conversion for high-performing individuals).

What's in it for you?

Before we dive into the role, here is why you'll love working with us:

• Attractive salary package
• Permanent or fixed-term positions
• Flexible, hybrid work arrangement after training completion
• No weekends and no late evening shifts! Enjoy a fortnightly roster of Monday-Friday shifts (8.30am-4.30pm, 9.00am-5.00pm, or 9.30am-5.30pm)
• 6 weeks of comprehensive, fully paid onsite training delivered at our Eastern Creek office (or CBD office)
• Following your training, the role can be based in either Eastern Creek or CBD office

About the role

As a Collections Officer, you'll support strong customer outcomes while helping optimise cash flow and manage credit risk within a structured, professional contact centre environment.

• Manage a combination of inbound and outbound customer calls, with calls averaging around 20 minutes per call, designed to support quality conversations and effective resolution
• Negotiate outstanding payments and deliver fair, compliant, outcome focused resolutions
• Review and assess customer accounts to identify risk, next actions, and appropriate outcomes
• Support customers experiencing financial hardship by identifying fair and sustainable solutions
• Collaborate closely with internal stakeholders, including Customer Service, Account Managers, and Credit leaders
• Manage relationships with external Debt Collection Agencies, including referrals, progress updates, and supporting performance reviews
• Maintain strong compliance with credit policies, privacy obligations, legislative requirements, and risk‑minimisation practices.

Core Requirements

This role is fast‑paced and dynamic, requiring strong competency skills - including navigating multiple systems, managing several screens at once, and confidently talking while typing. You'll also be operating on a dialer and managing high‑volume call activity, which means strong multi-tasking and attention to detail are key.

We're looking for someone with a curious mindset and transferable skills who can grow and thrive in our team. Ideally, you will bring:

• Must have experience working in a fast-paced call or contact centre environment (exposure to credit, debt collection, or financial services is highly regarded but not essential)
• Strong communication skills, with the ability to engage professionally and empathetically with customers and internal teams
• Confidence working across multiple systems, policies, and data in a fast-paced environment
• A positive, adaptable mindset, with the resilience to manage challenging conversations and openness to feedback and development
• Proficient in Microsoft Office Suite (Outlook and Excel)
• Strong attention to detail and accuracy
• Must have Full Working rights in Australia
• Must be able to successfully complete and clear all required background and criminal history checks

Comprehensive training will be provided, ensuring you are fully supported in developing the necessary technical and operational skills to succeed.

What happens next?

• Applications will be reviewed on an ongoing basis as part of our active recruitment process.
• Suitable candidates will be invited to complete an initial video interview.
• Shortlisted candidates will then be progressed to an in-person interview should they meet the requirements of the role

For more information about our Teams and Benefits: http://careers.transurban.com/transurban-life

We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience - whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.

We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.