Debt Collection Officer

Debt Collection Officer

KEY CONTACTS

Internal

•  Maxxia Sales and Insurance Teams
•  Team Leaders / Business Development Managers
•  Income and Business Support

External

•  Employer Customers
•  Financiers
•  Debt Collection Agencies

KEY RESPONSIBILITIES

•  Contact customers via phone, email, or written correspondence regarding arrears on
• accounts
•  Negotiate payment plans and resolve arrears in line with internal policies
•  Assess customer circumstances and provide appropriate repayment options
•  Maintain accurate and detailed account notes in customer systems
•  Monitor accounts and follow up as required to ensure repayments are maintained
•  Escalate cases where balances remain unresolved or risk indicators are identified
•  Respond to customer enquiries and complaints professionally and empathetically
•  Ensure all collection activity complies with regulatory and legal obligations
•  Ad Hoc requirements as directed.

POSITION CRITERIA

Capabilities

•  Previous experience in collections, customer service, or a call centre environment (preferred)
•  Strong communication and negotiation skills
•  Ability to handle difficult conversations calmly and professionally
•  Good attention to detail and record-keeping skills
•  Ability to work to targets and deadlines
•  Basic computer skills and experience using CRM or collection systems

Knowledge & Experience

•  Understanding of customer service and ethical collections practices
•  Awareness of compliance, privacy, and conduct obligations (training provided where required)
•  Problem-solving skills and sound judgement
•  Resilience and ability to manage challenging customer interactions

Qualifications

 VCE or equivalent (not required, but preferred)