Hybrid Collections Specialist | Negotiation & Compliance

Anglo Scottish Asset Finance Limited; Brisbane; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Culture and recognition program

Novated leasing benefits

Parental leave 12 weeks

Learning & development opportunities

Wellbeing platform access

Income protection insurance

Volunteer leave

Rewards program

Diversity & inclusion

Hybrid working flexibility

Job summary

MMS is seeking a proactive Collections Officer in Brisbane to reduce arrears and recover outstanding balances. You will contact customers by phone, email or written correspondence, negotiate repayment plans, and ensure compliance with policies and relevant legislation.

With experience in collections or customer service, you will assess circumstances, document interactions in CRM, and escalate unresolved balances while maintaining professionalism and empathy. Hybrid working options available.

Qualifications

• Previous experience in collections, customer service, or a call centre environment (preferred)
• Strong communication and negotiation skills
• Ability to handle difficult conversations calmly and professionally
• Good attention to detail and record-keeping skills
• Ability to work to targets and deadlines
• Basic computer skills and experience using CRM or collection systems
• Understanding of customer service and ethical collections practices
• Awareness of compliance, privacy, and conduct obligations (training provided where )
• Problem-solving skills and sound judgement
• Resilience and ability to manage challenging customer interactions

Responsibilities

• Contact customers via phone, email, or written correspondence regarding arrears on accounts
• Negotiate payment plans and resolve arrears in line with internal policies
• Assess customer circumstances and provide appropriate repayment options
• Maintain accurate and detailed account notes in customer systems
• Monitor accounts and follow up as to ensure repayments are maintained
• Escalate cases where balances remain unresolved or risk indicators are identified
• Respond to customer enquiries and complaints professionally and empathetically
• Ensure all collection activity complies with regulatory and legal obligations
• Ad Hoc requirements as directed.

Skills

Communication skills

Negotiation skills

Customer service

Attention to detail

Targets & deadlines

CRM experience

Compliance awareness

Problem-solving

Resilience

Education

VCE or equivalent

Tools

CRM software

Job description

MMS is seeking a proactive Collections Officer in Brisbane to reduce arrears and recover outstanding balances. You will contact customers by phone, email or written correspondence, negotiate repayment plans, and ensure compliance with policies and relevant legislation.

With experience in collections or customer service, you will assess circumstances, document interactions in CRM, and escalate unresolved balances while maintaining professionalism and empathy. Hybrid working options available.