Credit & Vulnerability Consultant

Pacific Blue Australia; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Home energy discounts

Health insurance discounts

Purchased leave

Employee assistance

Parental leave

Open-plan office

Great location

Inclusive team

Job summary

Pacific Blue Australia is seeking a Credit & Vulnerability Consultant to join our Retail Operations team in Melbourne. The role supports credit management, collections, hardship and vulnerability matters with fair outcomes through debt recovery, payment arrangements and tailored client support.

This is a 12-month fixed term hybrid position based in Melbourne, working with customers, counsellors and stakeholders to deliver compliant and customer‑centred solutions within regulatory guidelines.

Qualifications

• 3+ years in credit, collections, hardship or case management in energy retail.
• Experience in contact centre inbound/outbound interactions.
• Experience managing concessions, government grants, life support and regulatory obligations.
• Strong knowledge of ESC, AER, PDF, hardship programs and customer support frameworks.
• Understanding of privacy and hardship regulations across jurisdictions.
• Administrative and computer skills.
• Relevant tertiary qualifications welcomed but not essential.

Responsibilities

• Manage a portfolio of customer accounts across credit, collections, hardship and vulnerability with sustainable outcomes.
• Assess arrears and payment difficulties; establish payment arrangements and tailored support.
• Case manage complex and high‑risk matters involving vulnerable customers.
• Liaise with customers, Financial Counsellors and stakeholders to negotiate outcomes.
• Manage concessions, government grants, life support, bankruptcies and liquidations with regulatory compliance.
• Maintain accurate records and documentation in line with legislation and procedures.
• Provide subject matter expertise on credit, collections and vulnerability matters to teams.
• Contribute to continuous improvement of credit and collections processes and controls.

Skills

Communication

Relationship-building

Analytical thinking

Problem solving

Organisational skills

Detail-oriented

Stakeholder liaison

Autonomous work

Education

Tertiary qualifications

Job description

Forming part of our Retail Operations team, the Credit & Vulnerability Consultant plays a key role in managing customer credit, collections, hardship and vulnerability matters. The role is responsible for delivering fair, compliant and sustainable customer outcomes through effective debt recovery, payment arrangements, case management and tailored customer support.

Working closely with customers, Financial Counsellors and internal stakeholders, the Credit & Vulnerability Consultant provides subject matter expertise across credit and collections activities while supporting customers experiencing financial hardship or vulnerability. Through a customer-focused and solutions-oriented approach, the role contributes to effective debt resolution, regulatory compliance, improved customer outcomes and the ongoing performance of our Credit & Collections function.

This is a 12-month fixed term hybrid role located in Melbourne.

The role is primarily responsible for but not limited to:

• Manage a portfolio of customer accounts across credit, collections, hardship and vulnerability, delivering effective debt resolution strategies and sustainable customer outcomes.
• Assess and manage customer arrears and payment difficulties, including establishing appropriate payment arrangements, payment assistance and tailored support solutions.
• Case manage complex and high-risk matters, including customers experiencing financial difficulty, domestic and family violence or other challenging circumstances.
• Liaise with customers, Financial Counsellors and internal and external stakeholders to negotiate outcomes, resolve debt related matters and support customers in managing outstanding balances.
• Manage specialised customer and credit processes, including concessions, government grants, life support, bankruptcies and liquidations, ensuring compliance with regulatory obligations and internal processes.
• Maintain accurate customer records and case management documentation while ensuring activities are conducted in accordance with relevant legislation, regulatory requirements and company procedures.
• Provide subject matter expertise on credit, collections, hardship and vulnerability matters, supporting Customer Solutions teams and Process Leads in delivering compliant and customer-focused outcomes.
• Contribute to the continuous improvement of credit and collections processes, reporting, compliance controls and operational performance to enhance customer and business outcomes.

To be successful in this role you will have:

Knowledge and experience:

• Minimum three years’ experience in credit, collections, hardship, vulnerability or customer case management within an Energy Retail Business.
• Contact centre experience, including inbound and outbound customer interactions and associated administration tasks.
• Experience managing concessions, government grants, life support processes and associated regulatory obligations.
• Strong knowledge of the Essential Services Commission (ESC), Australian Energy Regulator (AER), Victorian Payment Difficulty Framework (PDF), hardship programs, and customer support frameworks
• Sound understanding of relevant legislation and regulatory requirements, including the Privacy Act and Hardship (across applicable jurisdictions)
• Well-developed administrative and computer skills
• Relevant tertiary qualifications will be highly regarded but are not essential

Skills:

• Exceptional communication and relationship-building skills, with the ability to engage effectively with vulnerable and high-risk customers.
• Excellent analytical, problem-solving and decision-making capabilities.
• Strong organisational skills with the ability to manage competing priorities, meet deadlines and work autonomously.
• High attention to detail and accuracy in record keeping, documentation and case management.
• Ability to clearly communicate complex information, decisions and outcomes to a range of stakeholders.
• Collaborative team player with a proactive approach to continuous improvement and customer advocacy.

Job description:

Forming part of our Retail Operations team, the Credit & Vulnerability Consultant plays a key role in managing customer credit, collections, hardship and vulnerability matters. The role is responsible for delivering fair, compliant and sustainable customer outcomes through effective debt recovery, payment arrangements, case management and tailored customer support.

Working closely with customers, Financial Counsellors and internal stakeholders, the Credit & Vulnerability Consultant provides subject matter expertise across credit and collections activities while supporting customers experiencing financial hardship or vulnerability. Through a customer-focused and solutions-oriented approach, the role contributes to effective debt resolution, regulatory compliance, improved customer outcomes and the ongoing performance of our Credit & Collections function.

This is a 12-month fixed term hybrid role located in Melbourne.

The role is primarily responsible for but not limited to:

• Manage a portfolio of customer accounts across credit, collections, hardship and vulnerability, delivering effective debt resolution strategies and sustainable customer outcomes.
• Assess and manage customer arrears and payment difficulties, including establishing appropriate payment arrangements, payment assistance and tailored support solutions.
• Case manage complex and high-risk matters, including customers experiencing financial difficulty, domestic and family violence or other challenging circumstances.
• Liaise with customers, Financial Counsellors and internal and external stakeholders to negotiate outcomes, resolve debt related matters and support customers in managing outstanding balances.
• Manage specialised customer and credit processes, including concessions, government grants, life support, bankruptcies and liquidations, ensuring compliance with regulatory obligations and internal processes.
• Maintain accurate customer records and case management documentation while ensuring activities are conducted in accordance with relevant legislation, regulatory requirements and company procedures.
• Provide subject matter expertise on credit, collections, hardship and vulnerability matters, supporting Customer Solutions teams and Process Leads in delivering compliant and customer-focused outcomes.
• Contribute to the continuous improvement of credit and collections processes, reporting, compliance controls and operational performance to enhance customer and business outcomes.

To be successful in this role you will have:

Knowledge and experience:

• Minimum three years’ experience in credit, collections, hardship, vulnerability or customer case management within an Energy Retail Business.
• Contact centre experience, including inbound and outbound customer interactions and associated administration tasks.
• Experience managing concessions, government grants, life support processes and associated regulatory obligations.
• Strong knowledge of the Essential Services Commission (ESC), Australian Energy Regulator (AER), Victorian Payment Difficulty Framework (PDF), hardship programs, and customer support frameworks
• Sound understanding of relevant legislation and regulatory requirements, including the Privacy Act and Hardship (across applicable jurisdictions)
• Well-developed administrative and computer skills
• Relevant tertiary qualifications will be highly regarded but are not essential

Skills:

• Exceptional communication and relationship-building skills, with the ability to engage effectively with vulnerable and high-risk customers.
• Excellent analytical, problem-solving and decision-making capabilities.
• Strong organisational skills with the ability to manage competing priorities, meet deadlines and work autonomously.
• High attention to detail and accuracy in record keeping, documentation and case management.
• Ability to clearly communicate complex information, decisions and outcomes to a range of stakeholders.
• Collaborative team player with a proactive approach to continuous improvement and customer advocacy.

We offer:

What We offer

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of benefits including:

• Discounts to Home Energy and Health Insurance
• Purchased leave program
• Free Employee Assistance Program
• Generous parental leave options
• Modern open plan office with ergonomic standing desks
• Office location next to Southern Cross Station and tram stops
• A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer.

If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.