Senior Collections Officer

Senior Collections Officer – Permanent Role
Location: Bowen Hills | Salary: Up to $85k + Super | Hybrid Working Available
Industry: Aged Care / Community Services

Join a vibrant, purpose-driven organisation that supports people to live independently at home for as long as possible. Here, your work has real impact—not just on financial outcomes, but on the wellbeing of clients and their families. You’ll be part of a supportive team where people feel empowered, valued, and encouraged to grow.

About the Role
Reporting to the Collections Team Lead, you’ll manage end-to-end co-contribution collections across a high volume of low-value accounts. Most interactions occur over the phone with clients and their families, requiring a warm, respectful, and empathetic approach.
You’ll also take ownership of daily and monthly reporting, ensuring processes remain efficient, compliant, and client-focused. With continued organisational growth, we are seeking multiple Collections Officers to join the team.

What You’ll Be Doing

• Manage end-to-end collections for client co-contributions
• Handle high-volume, low-value accounts with consistent, efficient follow-up
• Conduct outbound calls to clients regarding account status and payment options
• Follow up on arrears via phone and email, ensuring clear and supportive communication
• Assist with processing and setting up direct debit requests
• Engage with customers to negotiate suitable payment arrangements
• Escalate complex or unresolved collection matters to management
• Prepare regular and ad hoc accounts receivable reports to track performance and outcomes

• Consistently meet monthly collection targets through proactive follow-up
• Communicate with empathy, particularly with elderly clients
• Provide accurate, timely reporting to support informed decision-making
• Drive increased uptake of direct debit arrangements
• Appropriately escalate unresolved issues while contributing to team goals

• Minimum 3 years’ experience in collections, with a strong desire to grow your career in the field
• Proven ability to communicate respectfully and empathetically with elderly clients (Essential)
• Strong service orientation with excellent interpersonal and communication skills
• Effective negotiation and problem-solving abilities
• Ability to work both independently and collaboratively within a multidisciplinary team
• Highly organised, with strong task-prioritisation and time-management skills
• Proficiency in Microsoft 365, including Excel, Word, and Teams