Collections Support Officer

Insurance and Care NSW (icare); Wollongong City Council; Hybrid; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Work-life balance

Health and wellbeing subsidies

Career development opportunities

Employee benefits

Inclusive culture

Job summary

icare is seeking a Collections Support Officer in NSW to join the team on a 12-month fixed term, with flexible hybrid work from any icare office across NSW. The role centers on high-quality administration, workflow coordination and records management to support efficient collection operations and improve customer outcomes.

You will work with Collections Officers and Team Leaders to ensure data accuracy, timely processing, and compliant activities while contributing to service excellence and

Qualifications

• 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.

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 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.

Skills

Administrative experience

Attention to detail

Communication

Team collaboration

Data management

Excel / office tools

Proactive prioritization

Pre-employment checks

Tools

Microsoft Excel

MS Office

Job description

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.