Collections Operations Specialist

IPF Digital group; Ballarat; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Global exposure

Office weekly breakfasts

Snack bar

Friday happy fridge

Team building events

People-first culture

Employee assistance program

Hybrid working with flexible WFH

Job summary

IPF Digital Australia is seeking a Collections Operations Specialist to support day-to-day collections processes from pre-reminder to external collections. The role covers internal controls, KPI monitoring, and collaboration with partners to uphold service standards.

You will work closely with the Collections Team Leader in Mexico, ensuring compliant operations and contributing to ongoing improvements across projects and initiatives in Australia.

Qualifications

• Minimum 1+ year of experience in collections or related field.
• Knowledge of relevant legislation such as NCCP, Privacy Act and banking codes is advantageous.
• Strong analytical and numerical abilities with attention to detail.
• Excellent oral and written communication with a customer-first approach.

Responsibilities

• Oversee day-to-day collections operations from pre-reminder to external collections.
• Coordinate with outsourced partners and monitor service levels (SLA).
• Support debt sale activities, pre/post-sale tasks and reconciliations.
• Manage complaints, escalations and operational incidents with quick corrective actions.
• Deliver onboarding and refresher training to internal and outsourced teams.
• Assist with governance, compliance checks, and audits.

Skills

Collections experience

Negotiation skills

Analytical skills

Numerical skills

Communication skills

MS Office proficiency

Problem-solving

Teamwork

Tools

MS Office

Job description

Job Description

Are you a Collections Specialist who excels at and enjoys supporting the function … then keep reading, you may be the team member we are looking for.

Who are we?

IPF Digital Australia (trading as Credit24), is part of a global market-leading consumer lending business, IPF Group. With operations also in Europe and Mexico; we thrive to build a better world through financial inclusion by offering fast, simple, and easy-to-access credit solutions to everyday Australians.

We’re a team of high energy and passionate people, who pride ourselves on how we work together as a team. We truly believe in the importance of delivering great experiences for our customers, so we keep them at the forefront of everything we do. We embrace the pursuit of ensuring a great work life balance for all. We work hard, however we acknowledge the importance of flexibility and balancing our internal & external priorities. We also practise a culture of consistently reflecting and celebrating our wins and achievements with one another.

The role

The Collections Operations Specialist is responsible for supporting the day-to-day operational management of collections processes across the customer lifecycle, from Pre-Reminder, Reminder, Collections through to external Collections. The Australian Collections function resides in Mexico.

The role ensures operational excellence, compliance with collections procedures, effective management of outsourced partners, coordination of debt sale activities, and continuous monitoring of collections controls. The role also supports the implementation of new collections initiatives and provides operational support across business projects.

In addition, the role works closely with the Collections Team Leader - located in Mexico supporting the AU Reminder portfolio.

Your Responsibilities:

Collection Operations

• Monitor daily execution of collections processes from pre-Reminder through external Collections.
• Perform daily operational controls to ensure all collections activities are completed according to agreed procedures.
• Monitor dialler, CRM communications and operational campaigns.
• Monitor collections KPIs and elevate operational issues.

Debt Sale Operations

• Coordinate all Regular Debt Sale (RDS) and One-Off Debt Sale activities.
• Verify portfolios for debt sale.
• Perform pre-sale validation and post-sale operational activities.
• Coordinate recall processes where required.
• Manage debt sale reconciliations and operational reporting.

Outsourcing Management

• Coordinate operational cooperation with external collection agencies.
• Prepare portfolio allocations.
• Monitor agency operational performance.
• Validate agency invoices and support monthly settlements.
• Ensure all operational processes are executed according to SLA.
• Coordinate recall processes where required.

Complaints & Operational Support

• Coordinate collections-related complaints requiring operational investigation.
• Support customer escalations related to collections activities.
• Monitor operational incidents and coordinate corrective actions.

Training & Quality

• Deliver onboarding and refresher training for internal and outsourced collections teams.
• Maintain operational manuals and process documentation.
• Support implementation of new operational procedures.

Compliance & Governance

• Coordinate approvals required from Legal, Marketing and Compliance before implementation of new collections strategies.
• Ensure collections activities comply with internal policies and local regulations.
• Support internal and external audits.

Projects

• Participate in collections projects and system implementations.
• Prepare or review business requirements for operational improvements.
• Coordinate implementation activities across stakeholders.

Reporting & Controls

• Execute daily, weekly and monthly operational controls.
• Investigate data inconsistencies.
• Escalate process failures and recommend corrective actions.

What you bring to the role:

• 1+ year of Collections Experience
• An understanding of excellent negotiation skills
• An understanding of Collections and local legislation
• Awareness of legislation including the Bankruptcy Act; The National Consumer Credit Code (NCCP), The Debt Collection Guidelines; The Privacy Act and The Code of Banking Practice
• Be self-motivated and commercially minded
• Proactive and performance driven nature
• Independent problem-solving abilities and positive attitude
• Ability to display a flexible approach to problem solving issues whilst working within established credit framework
• Strong analytical, numerical skills and attention to detail
• Well-developed and effective relationship management skills
• Patience and understanding, with a positive approach
• A customer-first attitude and exceptional oral and written communication skills
• High levels of self-motivation and desire to learn
• Fantastic work ethic and teamwork
• High levels of proficiency with computers and MS Office products

What we can offer you

• Global exposure
• Office weekly breakfasts
• Snack bar
• Friday happy fridge
• Various team building events
• A true people first and family culture
• Employee assistance program
• Development opportunities
• Genuine hybrid working model - with flexible work from home arrangements

Sound good?

We all think so at IPF Digital.

IPF Digital Australia 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.

Please note that only shortlisted candidates will be contacted.