Collections & Workflow Coordinator - Hybrid

icare; Sydney; Hybrid; AUD 75,000 - 110,000; Full time

Benefits offered by this job

Hybrid work flexibility

Health & wellbeing subsidies

Learning opportunities

Job summary

icare is seeking a Collections Support Officer to help drive efficient collections operations across NSW. You will coordinate admin activities, maintain records in multiple systems, and support payment services while ensuring accuracy and timely responses to customers and stakeholders.

Join a team focused on service excellence, data quality, and continuous improvement. This role offers hybrid work arrangements and opportunities to develop in a supportive environment.

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 escalate 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

Insurance industry knowledge

Attention to detail

Data management

Clear communication

Proficient with business systems

Tools

Microsoft Excel

CRM systems

Data entry systems

Job description

icare is seeking a Collections Support Officer to help drive efficient collections operations across NSW. You will coordinate admin activities, maintain records in multiple systems, and support payment services while ensuring accuracy and timely responses to customers and stakeholders.

Join a team focused on service excellence, data quality, and continuous improvement. This role offers hybrid work arrangements and opportunities to develop in a supportive environment.