Job Description

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.

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This position is ideal for someone who combines strong 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.

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Key Responsibilities

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Engage with customers experiencing financial hardship to understand their circumstances and identify appropriate support solutions.

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Build and maintain positive customer relationships through empathetic and professional communication.

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Negotiate and manage payment arrangements in accordance with internal policies and regulatory requirements.

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Maintain accurate and detailed records of customer interactions, agreements, and case progress.

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Work collaboratively with internal stakeholders to support customer outcomes and improve collection strategies.

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Prepare reports and provide updates on portfolio performance, customer feedback, and case activity.

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Ensure all customer interactions are handled fairly and in line with relevant industry and compliance standards.

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Skills & Experience

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Collections experience in hardships or financial services

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Strong communication and interpersonal skills, with the confidence to manage challenging conversations while demonstrating empathy.

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Excellent problem-solving, negotiation, and decision-making abilities.

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High attention to detail with strong organisational and administrative skills.

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Ability to work autonomously and collaborate effectively within a team environment.

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Sound understanding of hardship assistance, collections processes, and relevant regulatory obligations.

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A customer-centric approach with excellent time management and prioritisation skills.

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📌 Collections Officer (New South Wales)
🏢 People2People
📍 New South Wales