Remote Collections & Repayment Negotiation Specialist

Plan Partners; Melbourne; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Novated leasing benefits and discounts

12 weeks paid parental leave

Comprehensive learning and development

Wellbeing and employee support

Job summary

McMillan Shakespeare Group (MMS) is seeking a Collections Officer to support MMS in reducing arrears and negotiating suitable repayment arrangements while ensuring compliance with policies and legislation.

You will contact customers, negotiate plans, document activity in CRM, and escalate complex cases, all while maintaining high standards of service and ethical collections practices. Hybrid working is welcomed.

Qualifications

• Experience in collections, customer service, or call centre environments.
• Strong communication and negotiation skills with the ability to handle difficult conversations.
• Attention to detail and good record-keeping.

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 to ensure repayments are maintained.
• Escalate cases where balances remain unresolved or risk indicators are identified.
• Respond to customer inquiries and complaints professionally and empathetically.
• Ensure all collection activity complies with regulatory and legal obligations.

Skills

Collections experience

Communication skills

Negotiation

CRM experience

Record-keeping

Education

VCE or equivalent (preferred)

Tools

CRM systems

Job description

McMillan Shakespeare Group (MMS) is seeking a Collections Officer to support MMS in reducing arrears and negotiating suitable repayment arrangements while ensuring compliance with policies and legislation.

You will contact customers, negotiate plans, document activity in CRM, and escalate complex cases, all while maintaining high standards of service and ethical collections practices. Hybrid working is welcomed.