Forming part of our Retail Operations team, the Credit & Vulnerability Consultant plays a key role in managing customer credit, collections, hardship and vulnerability matters. The role is responsible for delivering fair, compliant and sustainable customer outcomes through effective debt recovery, payment arrangements, case management and tailored customer support.

Working closely with customers, Financial Counsellors and internal stakeholders, the Credit & Vulnerability Consultant provides subject matter expertise across credit and collections activities while supporting customers experiencing financial hardship or vulnerability. Through a customer-focused and solutions-oriented approach, the role contributes to effective debt resolution, regulatory compliance, improved customer outcomes and the ongoing performance of our Credit & Collections function.

This is a 12-month fixed term hybrid role located in Melbourne.

The role is primarily responsible for but not limited to:

- Manage a portfolio of customer accounts across credit, collections, hardship and vulnerability, delivering effective debt resolution strategies and sustainable customer outcomes.
- Assess and manage customer arrears and payment difficulties, including establishing appropriate payment arrangements, payment assistance and tailored support solutions.
- Case manage complex and high-risk matters, including customers experiencing financial difficulty, domestic and family violence or other challenging circumstances.
- Liaise with customers, Financial Counsellors and internal and external stakeholders to negotiate outcomes, resolve debt related matters and support customers in managing outstanding balances.
- Manage specialised customer and credit processes, including concessions, government grants, life support, bankruptcies and liquidations, ensuring compliance with regulatory obligations and internal processes.




- Maintain accurate customer records and case management documentation while ensuring activities are conducted in accordance with relevant legislation, regulatory requirements and company procedures.
- Provide subject matter expertise on credit, collections, hardship and vulnerability matters, supporting Customer Solutions teams and Process Leads in delivering compliant and customer-focused outcomes.
- Contribute to the continuous improvement of credit and collections processes, reporting, compliance controls and operational performance to enhance customer and business outcomes.

Profile description To be successful in this role you will have:

Knowledge and experience:

- Minimum three years’ experience in credit, collections, hardship, vulnerability or customer case management within an Energy Retail Business.
- Contact centre experience, including inbound and outbound customer interactions and associated administration tasks.
- Experience managing concessions, government grants, life support processes and associated regulatory obligations.
- Strong knowledge of the Essential Services Commission (ESC), Australian Energy Regulator (AER), Victorian Payment Difficulty Framework (PDF), hardship programs, and customer support frameworks.
- Sound understanding of relevant legislation and regulatory requirements, including the Privacy Act and Hardship (across applicable jurisdictions).
- Well-developed administrative and computer skills.
- Relevant tertiary qualifications will be highly regarded but are not essential.

Skills:

- Exceptional communication and relationship-building skills, with the ability to engage effectively with vulnerable and high-risk customers.
- Excellent analytical, problem-solving and decision-making capabilities.




- Strong organisational skills with the ability to manage competing priorities, meet deadlines and work autonomously.
- High attention to detail and accuracy in record keeping, documentation and case management.
- Ability to clearly communicate complex information, decisions and outcomes to a range of stakeholders.
- Collaborative team player with a proactive approach to continuous improvement and customer advocacy.

We offer

What We offer

At Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change. Our success isn't solely driven by our technology, investments, or assets—it's powered by our people. Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.

We provide a wide range of perks including:

- Discounts to Home Energy and Health Insurance
- Purchased leave program
- Free Employee Assistance Program
- Generous parental leave options
- Modern open plan office with ergonomic standing desks
- Office location next to Southern Cross Station and tram stops
- A team that is inclusive and supportive

Pacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly. We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business. This has resulted in our recognition by the DCA as an Inclusive Employer. If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.

Only candidates with the eligible right to work in Australia will be considered.

If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.

📌 Credit & Vulnerability Consultant (Melbourne)
🏢 Pacific Blue Australia
📍 Melbourne