Collections Specialist – Payment Solutions & Customer Care

MARS PARTNERSHIP PTY. LTD.; Sydney; On-site; AUD 60,000 - 70,000; Full time

Job summary

MARS PARTNERSHIP PTY. LTD. – Sydney CBD NSW is seeking a Collections Officer on a 6-month contract within a well-established financial services business.

The role focuses on managing overdue accounts, negotiating repayment arrangements and delivering compassionate customer service. You will contact customers by phone and email, assess hardship options, monitor payment plans and maintain accurate CRM records while working with Risk, Legal and Compliance teams to meet KPIs and regulatory

Qualifications

• Experience in collections within financial services or debt recovery.
• Excellent customer service and communication abilities.
• Confident negotiating payment arrangements and repayment solutions.
• Familiar with CRM or collections systems.

Responsibilities

• Contact customers by phone, email and other channels regarding overdue accounts.
• Negotiate and establish appropriate payment arrangements.
• Discuss customers' financial circumstances and identify hardship or repayment options.
• Monitor agreed payment plans and follow up on outstanding payments.
• Maintain accurate and up-to-date customer records in the CRM.
• Handle customer enquiries, disputes and sensitive conversations professionally.
• Escalate complex or higher-risk accounts where required.
• Work with internal teams including Loan Servicing, Customer Service, Risk, Legal and Compliance.
• Ensure all collections activity complies with policies and regulatory requirements.
• Aim to meet collections and customer service KPIs.

Skills

Collections experience

Customer service

Negotiation

Communication skills

Empathy

Tools

CRM systems

Job description

MARS PARTNERSHIP PTY. LTD. – Sydney CBD NSW is seeking a Collections Officer on a 6-month contract within a well-established financial services business.

The role focuses on managing overdue accounts, negotiating repayment arrangements and delivering compassionate customer service. You will contact customers by phone and email, assess hardship options, monitor payment plans and maintain accurate CRM records while working with Risk, Legal and Compliance teams to meet KPIs and regulatory