Senior Collections Lead: Empathy, Strategy & Compliance

Trilogy Care Pty Ltd; Brisbane; Sur place; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Fitness Passport

Novated leasing

Employee Assistance Program (EAP)

Employee discounts

Access to AI tools

Résumé du poste

Trilogy Care Pty Ltd in Brisbane is seeking an experienced Senior Collections Officer to lead a portfolio of complex receivables, balancing empathy with compliance. The role emphasizes coaching, process improvement and enhancing client outcomes within a regulated aged care environment.

You will work from Trilogy Care’s Bowen Hills office, handling challenging conversations, negotiating payment plans and driving automation to reduce manual workloads while maintaining high standards of service and

Qualifications

• 5+ years in collections, credit control or accounts receivable including hardship conversations.
• Strong judgement managing complex, sensitive accounts and vulnerability situations.
• Clear, empathetic communication in difficult conversations and negotiations.
• Experience coaching or mentoring colleagues.
• Skilled in reporting and ageing analyses using Excel andMS 365.

Responsabilités

• Own a portfolio of complex, high-value receivables through to outcomes.
• Conduct hardship conversations with empathy and sound judgement.
• Negotiate sustainable payment plans and monitor adherence.
• Coach and support junior team members on cases and best practices.
• Review case notes and calls to ensure quality, compliance and client outcomes.
• Prepare collections reporting, ageing analyses and portfolio insights.
• Identify process improvements and support automation.

Connaissances

Collections experience

Empathy

Communication

Coaching

Excel reporting

Regulatory compliance

Adaptability

Formation

Certificate IV in Credit Management

AICM membership

Outils

Microsoft 365

Excel

Description du poste

Trilogy Care Pty Ltd in Brisbane is seeking an experienced Senior Collections Officer to lead a portfolio of complex receivables, balancing empathy with compliance. The role emphasizes coaching, process improvement and enhancing client outcomes within a regulated aged care environment.

You will work from Trilogy Care’s Bowen Hills office, handling challenging conversations, negotiating payment plans and driving automation to reduce manual workloads while maintaining high standards of service and