Senior Collections & Claims Architect – Hybrid Work

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

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