Senior Collections Officer

Trilogy Care Pty Ltd; Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Fitness Passport

Novated leasing

Employee Assistance Program (EAP)

Employee discounts

Access to AI tools

Job summary

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.

Responsibilities

• 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.

Skills

Collections experience

Empathy

Communication

Coaching

Excel reporting

Regulatory compliance

Adaptability

Education

Certificate IV in Credit Management

AICM membership

Tools

Microsoft 365

Excel

Job description

Can you balance strong collections outcomes with empathy, compliance and the people behind every account?

Trilogy Care is a fast-growing aged care provider helping older Australians live independently at home. We're embracing modern technology and AI to work smarter. As we grow, we're looking for an experienced Senior Collections Officer to join our Finance team, work with innovative tools and play a key role in our expanding collections function.

About the Role

Reporting to the Collections Manager, you'll be a trusted senior member of the team - managing a portfolio of complex and sensitive accounts, using your experience and judgement to achieve the right outcome for both Trilogy Care and our clients. You'll also support the wider team through coaching, quality guidance and continuous improvement.

What You'll Be Doing

• Manage complex accounts: Own a portfolio of high-value, disputed, sensitive and escalated receivables through to clear outcomes.
• Handle challenging conversations: Navigate hardship, vulnerability and bereavement with empathy and sound judgement.
• Drive payment outcomes: Negotiate sustainable payment plans, monitor adherence and manage accounts at risk of further arrears.
• Coach and support: Guide Collections Officers on complex cases, call handling and best practice.
• Champion quality: Review case notes and recorded calls, providing feedback that strengthens quality, compliance and client outcomes.
• Own reporting: Prepare collections reporting, ageing analysis and portfolio insights.
• Improve and automate: Identify process improvements and help reduce manual work through automation.
• Maintain compliance: Ensure every interaction meets Trilogy Care policies, regulatory requirements and client obligations.

What You'll Bring

We're looking for a collections professional who combines commercial confidence with empathy and a commitment to doing the right thing for our clients.

• Collections experience: 5+ years in collections, credit control or accounts receivable, including hardship conversations.
• Strong judgement: Confident managing complex and sensitive accounts, with an understanding of vulnerability and when to escal.
• Communication: Clear, empathetic and confident in difficult conversations and payment negotiations.
• Coaching: Experience supporting, coaching or mentoring colleagues.
• Systems and data: Strong Microsoft 365 and Excel skills, with confidence in reporting and ageing analysis.
• Quality and compliance: High attention to detail and a strong understanding of working within policies and regulatory requirements.
• Adaptability: Comfortable with change and motivated to improve how things work.

Experience in aged care, home care, health, disability or another regulated industry will be highly regarded, as will a Certificate IV in Credit Management or AICM membership.

Why Join Trilogy Care?

• Join a team that values knowledge sharing, celebrates success and enjoys working together.
• Work from our King Street Bowen Hills office, close to public transport.
• Fitness Passport, novated leasing, EAP and employee discounts.
• Access company-wide AI tools, with coaching and support to use them confidently.
• Ongoing training, development opportunities and genuine pathways to progress.
• We offer a competitive salary, reflective of your experience.

Please Note

Applicants must have full Australian working rights. Our recruitment process includes working rights and police checks, as well as professional references.

Recruitment agencies are welcome to contact us where a prior agreement is in place. Unsolicited resumes will not be accepted, and Trilogy Care will not be responsible for any associated fees.