We are partnering with a well-established financial services organisation seeking a customer-focused skilled to join their Collections team. This team plays a vital role in supporting customers experiencing financial difficulty, helping them navigate complex situations while delivering fair and sustainable outcomes.

This position is ideal for someone who combines solid relationship-building skills with empathy, resilience, and a solutions-focused mindset. You'll be engaging with customers during sensitive circumstances, requiring the ability to ask thoughtful questions, actively listen, and communicate effectively to achieve positive outcomes.

Key Responsibilities
Engage with customers experiencing financial hardship to understand their circumstances and identify appropriate support solutions
Build and maintain positive customer relationships through empathetic and professional communication
Negotiate and manage payment arrangements in accordance with internal policies and regulatory requirements
Maintain accurate and detailed records of customer interactions, agreements, and case progress




Work collaboratively with internal stakeholders to support customer outcomes and improve collection strategies
Prepare reports and provide updates on portfolio performance, customer feedback, and case activity
Ensure all customer interactions are handled fairly and in line with relevant industry and compliance standards.

Skills & Experience
Collections experience in hardships or financial services
Strong communication and interpersonal skills, with the confidence to manage challenging conversations while demonstrating empathy
Excellent problem-solving, negotiation, and decision-making abilities
High attention to detail with robust organisational and administrative skills
Ability to work autonomously and collaborate effectively within a team environment
Sound understanding of hardship assistance, collections processes, and relevant regulatory obligations
A customer-centric approach with excellent time management and prioritisation skills.

📌 Collections Officer Sydney (Australia)
🏢 People2People
📍 Australia