Collections Officers

Credit Collection Services Group Pty Ltd; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Parental leave

Bonus up to $2500

Referral bonus

Team events

Novated leasing

Employee assistance

Development opportunities

flu shots

Fruit box

Job summary

Credit Collection Services Group Pty Ltd in Sydney is seeking Collections Officers for a phone-based role. You will manage inbound and outbound calls, negotiate payment outcomes and maintain file notes.

The role requires empathy, resilience and a structured approach to money conversations. You will work toward individual and team targets in a regulated environment, with a hybrid model 3 days at the office and 2 days at home.

Qualifications

• Experience in collections or contact centres preferred.
• Ability to communicate clearly and professionally with a wide range of customers.
• Willingness to learn and be coached in compliant debt recovery processes.

Responsibilities

• Engage with customers in a professional, respectful and compliant manner.
• Manage inbound and outbound customer calls.
• Understand a customer’s financial position and identify suitable next steps.
• Negotiate payment arrangements and settlement outcomes.
• Monitor existing arrangements and follow up where required.
• Maintain accurate and timely file notes.
• Work to individual and team performance targets.
• Apply relevant compliance frameworks and business processes.
• Contribute to a positive and supportive team environment.

Skills

Strong communication

Negotiation

Resilience

Empathy

Target-driven

Customer service

Job description

If you enjoy helping people find practical solutions, are confident communicating with a wide range of customers and thrive in a target driven environment, this may be the opportunity you've been looking for.

Who are we?

CCSG is a full-service debt recovery agency incorporating contingent debt collections, legal services, investigations and debt purchase. Our purpose is to provide compliant and approachable services that help consumers achieve financial freedom. With a vision to be Australia’s leader in consumer debt recovery and legal recovery services, we are driven by our core values: Commitment, Compliance, Service, and Greatness.

The role:

We work with clients across Insurance, Asset Finance, Banking and Finance, supporting customers to resolve outstanding debts in a compliant, professional and fair way.

We are looking for Collections Officers to join our team. This is a phone-based collections role where you will manage inbound and outbound customer contact, negotiate payment outcomes, maintain accurate file notes, work towards individual and team targets, and helping organisations protect their revenue by supporting commercial entities and consumers to repay their debts.

The role requires empathy and professionalism, but also resilience, confidence and the ability to have structured conversations about money. You will need to be comfortable asking questions, understanding a customer’s circumstances, negotiating suitable payment solutions and following through on agreed outcomes.

This is a good opportunity for someone who enjoys customer contact, is motivated by results, and wants to build strong negotiation and collections skills in a regulated environment.

We operate on a hybrid working model, with 3 days in the office and 2 days working from home.

Our office is close to public transport Town Hall Station 3 mins | Museum Station 5 mins | Gadigal Station 2 mins | Light Rail, Town Hall 3 mins

Responsibilities

In this role, you will:

• Engage with customers in a professional, respectful and compliant manner;
• Manage inbound and outbound customer calls;
• Understand a customer’s financial position and identify suitable next steps;
• Negotiate payment arrangements and settlement outcomes;
• Monitor existing arrangements and follow up where required
• Maintain accurate and timely file notes
• Work to individual and team performance targets;
• Apply relevant compliance frameworks and business processes;
• Contribute to a positive and supportive team environment.

Requirements

What we are looking for:

• Previous collections experience will be highly regarded, but we are also open to candidates with strong contact centre, customer service, sales or negotiation experience;
• Strong communication skills;
• Confidence managing difficult conversations;
• A resilient and positive approach;
• A results-focused mindset;
• Sound judgement and attention to detail;
• Willingness to learn and be coached;
• Ability to balance empathy with clear commercial outcomes;
• Comfort working in a target-driven environment;
• Experience in inbound or outbound contact centres

What can we offer you?

• Competitive remuneration and bonus structure
• Hybrid working model - with flexible work from home arrangements
• Company paid parental leave
• Champion of champions program - get recognised and win up to $2500 per year!
• Referral bonus of $1500!
• Years of service bonuses
• Various team building events
• Fortnightly fruit box
• Swag discounts with major leading brands
• Novated Leasing
• Employee assistance program
• Development opportunities
• Yearly Flu Shots

CCSG is an Equal Opportunity Employer, and we value diversity and inclusion in the workplace. We seek to recruit, develop and retain the most talented people from diverse cultures, perspectives, skills and experiences within our workforce. All employment will be based on merit, competence, performance and business needs.