Senior Collections and Claims Specialist

Brighte; Sydney Township (ND); Hybrid; USD 62,000 - 83,000; Full time

Benefits offered by this job

Flexible working arrangements

Hybrid work model

Sydney CBD office

Team events

Free lunch

Snacks and drinks

End-of-trip facilities

Anniversary leave

Employee Share Option Plan

Job summary

Brighte is seeking a Senior Collections & Claims Specialist to manage complex arrears, disputes, and claims across diverse customer and vendor accounts. You will investigate underlying causes, establish facts, and negotiate sustainable outcomes while collaborating with internal teams.

You’ll assess hardship cases, review contracts and payment histories, and escalate where needed to Credit, Risk, or Legal. A customer‑centric, compliant, and proactive approach is essential to drive recovery and

Qualifications

• Five+ years in consumer or commercial credit, collections, financial services, claims or related field.
• Experience managing arrears, claims and account disputes for business customers.
• Experience supporting hardship or vulnerable customers.
• Knowledge of collections strategy, dispute resolution and repayment negotiations.
• Experience investigating non-payment from vendor performance, service issues or customer complaints.
• Ability to review information, establish facts and make sound decisions.
• Strong negotiation, communication and influencing skills.
• High emotional intelligence, empathy and resilience.
• Excellent attention to detail and case documentation.
• Ability to manage competing priorities and complex escalations.
• Experience using collections, CRM, and credit systems.
• Commercial awareness with a customer‑focused approach.
• Confident handling difficult conversations and disputes.
• Calm, professional, and accountable under pressure.

Responsibilities

• Manage a portfolio of early, late-stage and escalated arrears.
• Conduct proactive inbound and outbound contact with customers, vendors and internal stakeholders.
• Investigate underlying causes of arrears, claims and non-payment.
• Review contracts, invoices, completion records, correspondence and payment history.
• Establish facts, assess responsibility and determine next steps.
• Investigate claims related to incomplete or delayed work, installation concerns, property damage, defective goods, disputed services and vendor performance.
• Negotiate payment arrangements, settlements, credits, corrections and other resolutions.
• Ensure disputed amounts and claims are reviewed before progressing through collections.
• Monitor open claims, disputes, repayment arrangements and agreed actions.
• Identify signs of financial distress, insolvency risk and vendor underperformance.
• Prepare assessments and recommendations for complex or non-standard cases.
• Escalate matters to Credit, Risk, Complaints, Legal or external recovery channels.
• Apply hardship practices when customers face personal or financial difficulty.
• Recognise vulnerable customer circumstances and respond appropriately.
• Assess hardship requests and identify suitable support options.
• Ensure decisions are fair, documented and compliant with requirements.
• Provide guidance to colleagues on hardship and responsible collections.
• Process approved account adjustments, reconciliations, credits and write-offs.
• Maintain accurate records of contact, evidence, decisions and activity.
• Contribute to arrears reduction, recovery performance and process improvement initiatives.

Skills

Collections

Dispute resolution

Negotiation

Customer empathy

Financial hardship

Account management

Regulatory compliance

CRM systems

Vulnerability awareness

Communication skills

Analytical thinking

Vendor management

Problem solving

Documentation

Tools

MS Excel

CRM software

Accounting systems

Job description

Senior Collections & Claims Specialist

About Brighte

Our mission is to make consumer energy resources affordable and accessible for everyone.

Brighte is building the platform to enable and accelerate the energy transition by making it easier, more affordable, and less risky to buy and sell energy equipment.

We’re a purpose-led, fast-growing business focused on sustainability, innovation and putting people first. In 2025, Brighte was named an AFR Sustainability Leader in the Banking and Finance category and won the inaugural Sustainability Award at the Affies.

About the role

As a Senior Collections & Claims Specialist, you’ll manage complex arrears, collections, and account dispute matters across a diverse portfolio of customer and vendor accounts.

This is a role for someone who can look beyond an overdue balance to understand what is driving the issue. You’ll investigate matters that may involve financial hardship, incomplete or delayed work, installation concerns, property damage, defective goods, disputed services or unresolved vendor performance issues.

Working closely with customers, vendors, and internal teams, you’ll assess each situation, determine the appropriate path forward, and negotiate sustainable outcomes and recover outstanding debt where appropriate.

What you’ll do

• Manage a portfolio of early, late-stage and escalated arrears

• Conduct proactive inbound and outbound contact with customers, vendors and internal stakeholders

• Investigate the underlying causes of arrears, claims and non-payment

• Review contracts, invoices, completion records, correspondence, photographs, reports and payment history

• Establish facts, assess responsibility and determine appropriate next steps

• Investigate claims relating to incomplete or delayed work, installation concerns, property damage, defective goods, disputed services and vendor performance

• Negotiate payment arrangements, settlements, credits, corrections and other approved resolutions

• Ensure disputed amounts and claims are appropriately reviewed before progressing through collections

• Monitor open claims, disputes, repayment arrangements and agreed actions

• Identify signs of financial distress, insolvency risk, vendor underperformance and potential credit loss

• Prepare assessments and recommendations for complex, high-priority or non-standard cases

• Escalate matters to Credit, Risk, Complaints, Legal, Vendor Management or external recovery channels where appropriate

• Apply hardship practices when customers are experiencing personal, medical, family, employment or financial difficulty

• Recognise and respond appropriately to vulnerable customer circumstances, including family violence, serious illness, bereavement and financial abuse

• Assess hardship requests and identify suitable support options, including deferrals, reduced repayments, extensions and structured arrangements

• Ensure decisions are fair, reasonable, appropriately documented and consistent with regulatory and internal requirements

• Provide guidance to colleagues on hardship, vulnerable customer and responsible collections matters

• Process approved account adjustments, reconciliations, credit memos and minor balance write-offs

• Maintain accurate records of contact, evidence reviewed, decisions, claims, disputes and account activity

• Contribute to arrears reduction, recovery performance, quality assurance, reporting and process improvement initiatives

What you’ll bring

• At least five years’ experience in consumer or commercial credit, collections, financial services, claims management or a related field

• Demonstrated experience managing business customer arrears, claims and account disputes

• Experience supporting customers experiencing hardship or vulnerability

• Strong knowledge of collections strategy, dispute resolution and repayment negotiations

• Experience investigating non-payment arising from vendor performance, service delivery issues, disputed transactions or customer complaints

• The ability to review information, establish facts, assess responsibility and make sound decisions

• Strong negotiation, communication and influencing skills

• High emotional intelligence, empathy and resilience

• Excellent attention to detail and case documentation skills

• The ability to manage competing priorities, sensitive matters and complex escalations

• Experience using collections, CRM, account management, claims or credit systems

• A commercially aware, customer-conscious and solutions-focused approach

• Confidence managing difficult conversations, claims and disputed matters

• A calm, professional and accountable approach under pressure

Why join Brighte?

At Brighte, you’ll join a purpose-led business helping make the transition to cleaner energy more affordable and accessible.

You’ll work with collaborative teams across Credit, Risk, Legal, Complaints, Vendor Management, Sales and Customer Support, with the opportunity to make a meaningful impact on both customer outcomes and business performance.

You’ll also have access to:

• Flexible working arrangements and a hybrid work model

• A collaborative Sydney CBD office

• Regular team events and social activities

• Free lunch every Tuesday

• Snacks, fresh fruit and drinks in the office

• End-of-trip facilities

• Anniversary leave

• Potential eligibility to participate in our Employee Share Option Plan

If you’re an experienced collections and claims professional who brings sound judgement, empathy and a practical approach to complex account matters, we’d love to hear from you.

Every applicant will receive a response.