Customer Relationship Manager

Standard8 Advisory Pty Ltd; Brisbane; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Uncapped performance-based bonuses

Job summary

Standard8 Advisory is seeking a confident Customer Relationship Manager to join our Toowong team and manage a portfolio of overdue accounts, liaising with customers to negotiate repayment solutions. This is a collections and account management role focused on outcomes and regulated processes.

We offer ongoing training, supportive team environment, and uncapped performance-based bonuses. You will work with AI-powered tools to improve conversations and results while meeting compliance standards.

Qualifications

• Experience in debt collection or credit control is highly regarded.
• Confident and natural on the phone with strong communication skills.
• Comfortable learning new systems, software and AI-powered tools.

Responsibilities

• Managing your own portfolio of customer accounts.
• Contacting customers by phone, email and SMS regarding outstanding accounts.
• Negotiating payment arrangements and other suitable repayment solutions.
• Following up missed payments and re-engaging customers.
• Understanding customers' financial circumstances and identifying realistic solutions.
• Managing hardship matters and escalating disputes or complaints when appropriate.
• Maintaining accurate account notes and documentation.
• Using investigative and skip-tracing tools to locate customers where required.
• Working towards clear individual and team performance targets.
• Following relevant legislation, regulatory guidelines and company procedures.

Skills

Debt collection

Credit control

Customer service

Negotiation

Communication

Tools

CRM software

Skip-tracing tools

Phone systems

AI-powered tools

Job description

Standard8 Advisory is looking for a confident and capable Customer Relationship Manager to join our team in Toowong. This is a collections and account management role where you will manage your own portfolio of accounts, speak directly with customers about outstanding balances and work with them to find practical repayment solutions. Good collections isn't just about making calls. It requires knowing when to negotiate, when to listen, when to be firm and how to keep a conversation moving towards an outcome.

Key responsibilities

• Managing your own portfolio of customer accounts
• Contacting customers by phone, email and SMS regarding outstanding accounts
• Negotiating payment arrangements and other suitable repayment solutions
• Following up missed payments and re-engaging customers
• Understanding customers' financial circumstances and identifying realistic solutions
• Managing hardship matters and escalating disputes or complaints when appropriate
• Maintaining accurate account notes and documentation
• Using investigative and skip-tracing tools to locate customers where required
• Working towards clear individual and team performance targets
• Following relevant legislation, regulatory guidelines and company procedures

About you

• Previous experience in debt collection, credit control, financial services or a similar account management role would be highly regarded
• Confident and natural on the phone
• Confident with technology and comfortable learning new systems, software and AI-powered tools
• Can build rapport with a wide range of people
• Comfortable asking for payment and having difficult conversations
• Can negotiate firmly while remaining professional and respectful
• Good judgement and can adapt approach to different circumstances
• Organised and capable of managing a busy portfolio independently
• Keeps clear and accurate records
• Motivated by achieving results and earning performance bonuses
• Uncapped performance-based bonuses
• Ongoing training and support
• Clear KPIs and performance expectations
• Career progression opportunities
• Supportive, close-knit team environment
• Toowong office location within walking distance of public transport, cafés and shops

About us

Standard8 Advisory is an Australian debt collection firm based in Brisbane, working primarily within the financial services sector. We specialise in managing overdue accounts and working with customers to find practical and sustainable repayment solutions. We combine experienced people with cutting-edge AI and automation technology to make collections smarter, more efficient and more effective. Our technology supports our team with account management, customer engagement and day-to-day workflows, allowing our people to focus on the conversations and decisions where human judgement matters most. We're a growing business that is continually looking for better ways to work, and we're looking for people who want to grow with us.