Collections Support Officer

icare NSW; Sydney; Hybrid; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Flexible hybrid work

Gym subsidies & health checks

Learning opportunities

Extra leave & salary packaging

Inclusion & wellbeing

Job summary

icare NSW is recruiting a Collections Support Officer to strengthen administrative and workflow coordination within the NSW collections team. You will help ensure accurate records, efficient processes and timely customer interactions, contributing to safe recovery and sustainable return-to-work outcomes.

The role involves coordinating referrals, maintaining data across systems, preparing documentation and supporting payment services.

Qualifications

• Experience in administrative, business support or operational coordination roles.
• Experience in workers compensation, insurance, financial services or customer-focused environments.
• Strong attention to detail with ability to manage records, data and documentation accurately.
• Sound judgement to identify issues, exceptions or risks and escalate when needed.
• Ability to explain information clearly and work with customers, stakeholders and team members.
• Confidence using business systems, spreadsheets and digital tools to manage work.
• A proactive approach to organizing priorities and supporting team outcomes.
• Ability to complete required pre-employment checks.

Responsibilities

• Coordinate collection-related administrative activities, referrals and workflow queues to support timely service delivery.
• Maintain accurate customer, policy, payment and case records across multiple systems.
• Prepare correspondence, file notes and supporting documentation using approved processes and templates.
• Complete data entry, reconciliation and quality checks to support accurate reporting and decision-making.
• Support payment services activities, referrals, disputes and verification processes across the Collections function.
• Respond to routine customer and stakeholder enquiries and escalate complex matters appropriately.
• Monitor administrative tasks and follow up outstanding actions to keep work moving efficiently.
• Identify recurring issues, data gaps and improvement opportunities that enhance team performance and customer outcomes.

Skills

Administrative experience

Business support

Operational coordination

Attention to detail

Data management

Customer service

Tools

CRM systems

MS Excel

Data entry software

Job description

• Salary starting from $87,199 + superannuation
• 12-month fixed term opportunity
• Flexible hybrid working from any icare office across NSW

About the role

• Salary starting from $87,199 + superannuation
• 12-month fixed term opportunity
• Flexible hybrid working from any icare office across NSW

Your work helps create the conditions for safe recovery and sustainable return-to-work outcomes for people and employers across NSW. As a Collections Support Officer, you'll play an important role in supporting the efficient operation of the Collections team through high-quality administration, workflow coordination and record management. You'll help ensure collection-related activities are processed accurately, compliantly and within agreed timeframes while supporting positive outcomes for customers and stakeholders. Working closely with Collections Officers, Team Leaders and internal teams, you'll contribute to service excellence, data quality and continuous improvement across the function.

What you'll be working on

• Coordinate collection-related administrative activities, referrals and workflow queues to support timely service delivery
• Maintain accurate customer, policy, payment and case records across multiple systems
• Prepare correspondence, file notes and supporting documentation using approved processes and templates
• Complete data entry, reconciliation and quality checks to support accurate reporting and decision-making
• Support payment services activities, referrals, disputes and verification processes across the Collections function
• Respond to routine customer and stakeholder enquiries and ensure complex matters are escalated appropriately
• Monitor administrative tasks and follow up outstanding actions to help keep work moving efficiently
• Identify recurring issues, data gaps and improvement opportunities that enhance team performance and customer outcomes

What you'll bring

• Experience in an administrative, business support or operational coordination role
• Experience in workers compensation, insurance, financial services or a customer-focused environment
• Strong attention to detail with the ability to manage records, data and documentation accurately
• Sound judgement to identify issues, exceptions or risks and elevate when needed
• Ability to explain information clearly and work collaboratively with customers, stakeholders and team members
• Confidence using business systems, spreadsheets and digital tools to manage work effectively
• A proactive approach to organising priorities and supporting shared team outcomes
• Ability to successfully complete required pre-employment checks

What we offer

• Work-life balance: Flexible and hybrid working arrangements
• Health and wellbeing: Gym subsidies, health checks, and EAP support
• Career development: Learning opportunities to grow your skills and career
• Employee benefits: Extra leave, health insurance discounts, salary packaging and novated leasing
• Inclusive culture: Recognition programs, mental health initiatives and support for hidden disabilities

About icare

icare provides insurance and care to the people, businesses and communities of NSW. Our work supports recovery, independence and safer workplaces. We protect homes, public assets and essential services, and help manage schemes that need to remain fair, affordable and sustainable for the future. We believe the better we do, the better for NSW.

We welcome and support people of all abilities and backgrounds to apply and we are committed to creating a workplace where people feel they belong, can contribute their best and have the support they need to thrive. For us, inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve. If you need adjustments during the process please note this in your application.

Before you apply

To be eligible for this opportunity, you'll need unrestricted Australian working rights and be able to live and work in NSW. This includes Australian citizens, permanent residents and New Zealand citizens with a current passport. As part of our recruitment process, you'll also be asked to complete standard pre-employment checks, including a criminal history check.

Please note: icare operates a direct sourcing model and does not accept agency introductions.