Collections Officer

Byron Thomas Recruitment; Sydney; Hybrid; AUD 81,000 - 109,000; Full time

Benefits offered by this job

Hybrid working arrangement

Macquarie Park location

Professional development opportunities

Supportive leadership environment

Job summary

Byron Thomas in Sydney is seeking a dedicated collections professional to take ownership of a portfolio of late-stage arrears accounts, delivering best-in-class collection and customer service. You will manage 31-120+ day arrears using outbound dialer systems, negotiate payment plans, and ensure accurate customer records while complying with regulatory obligations.

The role suits professionals with experience in fast-paced collections or loss recovery, strong negotiation, and excellent

Qualifications

• Experience in collections, customer service, credit or loss recovery roles within a responsible lending environment.
• Strong knowledge of debt collection guidelines and regulations governing collections activities.
• Proficiency with skip tracing tools and methods and strong negotiation skills.
• Ability to perform in high-volume, KPI-driven settings with attention to detail.

Responsibilities

• Take ownership of a portfolio of late-stage arrears accounts (31-120+ days).
• Negotiate and establish payment plans or immediate payments.
• Maintain accurate customer records and ensure data integrity after every interaction.
• Identify risks early and escalate to reduce losses and address complaints while complying with regulations.

Skills

Collections

Customer service

Negotiation

Regulatory compliance

Dialer systems

Skip tracing

Attention to detail

Tools

Dialer systems

Skip tracing tools

Job description

Our Client

Our client is a forward-thinking organisation committed to innovation and excellence, fostering a collaborative culture focused on growth and values. They prioritise creating an environment where team members can thrive professionally while contributing to high standards of service and operational success.

The Role

This position involves taking ownership of a portfolio of late-stage arrears accounts, providing best in class collection and customer service support. The successful candidate will make informed decisions to effectively manage delinquency, mitigate losses, and ensure all activities align with regulatory obligations. Manage the queue of 31-120+ day arrears accounts using outbound dialler systems and handle related inbound and outbound customer and partner communications in line with defined KPIs. Negotiate and establish suitable payment plans or immediate payments by leveraging active listening and proven collections techniques to deliver exceptional customer experiences. Maintain precise and up to date customer records, ensuring accuracy in all contact details, banking information and other critical data following every interaction or attempt. Identify risks or concerns early and elevate matters promptly to help reduce losses, address complaints and support positive outcomes for customers and the business. Ensure complete compliance with all applicable regulatory requirements, including relevant legislation and internal policies, in every aspect of portfolio management and customer engagement.

The Candidate

We seek a dedicated collections professional with experience in fast-paced environments who is committed to achieving strong results while maintaining a customer first approach. Demonstrated experience in collections, customer service, credit or loss recovery roles within a responsible lending or similar environment. Sound knowledge of debt collection guidelines and the regulatory landscape governing collections activities. Proficiency with skip tracing tools and methods alongside strong negotiation skills for engaging effectively with customers. Ability to perform well in high-volume, KPI driven settings with a high level of attention to detail. Strong verbal and written communication skills, including confidence in interacting with senior management. Aptitude for quickly learning and clearly explaining complex processes and procedures. Customer service oriented mindset with a focus on positive engagement and outcomes.

Remuneration and Benefits

• Competitive salary of $95,200
• Package 12-month fixed term contract
• Hybrid working arrangement
• Full-time role
• Modern systems and tools to support daily activities
• Supportive team and leadership environment
• Professional development opportunities
• Structured KPIs and performance framework
• Macquarie Park Location