Job Description
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Building the future of home care through technology, innovation and human connection
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At Trilogy Care, we're reimagining how Australians receive care at home through technology, innovation and great people. We're combining healthcare expertise with AI, automation and intelligent systems to build a smarter, more connected care experience. By equipping every team with modern technology and data, we're reducing administration, enabling better decisions, and creating more time for meaningful work.
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Role Overview
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As a
Collections Officer
, you'll support care recipients and their families by managing outstanding co-contribution balances with empathy and professionalism. You'll work collaboratively to establish payment solutions, manage ITF refunds, and ensure compliance with relevant regulations.
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Reporting to the Team Lead, you'll manage a high volume of customer accounts, primarily over the phone, while maintaining accurate records and contributing to collections reporting. You'll play a key role in delivering positive outcomes for both our clients and the business through exceptional customer service and effective account management.
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What You'll Do
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Manage inbound and outbound calls
to care recipients and their nominated representatives regarding outstanding co-contribution balances.
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Work with clients
to establish suitable payment solutions and payment plans while responding to account enquiries with empathy and professionalism.
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Set up direct debit authorities
, process payments, and manage Income Tested Fee (ITF) refunds.
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Maintain accurate records
of all customer interactions and account activity within the CRM.
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Escalate complex or sensitive accounts
to the Team Lead with appropriate documentation.
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Collaborate with internal teams to ensure account accuracy and compliance with Services Australia requirements.
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Respond promptly to enquiries
relating to Income Tested Fees, outstanding balances, and account management.
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Prepare regular reporting
on account resolution activity, performance, and trends.
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Ensure all activities comply with relevant debt collection legislation
, company policies, and privacy requirements.
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What You'll Bring
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1+ years in collections or credit control or a solid passion to build a career in the space
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Confidence making high-volume outbound calls with a calm, client-first approach
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Natural communication skills with strong attention to tone, detail, and empathy
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Strong problem-solving and negotiation skills
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Comfort speaking with older clients and tailoring your style with care
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Proficiency in Microsoft 365 (especially Excel)
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Why Trilogy Care?
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Modern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
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Vibrant team culture and regular social events
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Opportunities for career mapping and career progression within the company
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Salary packaging (Novated Leasing) to boost your take-home pay
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Access to Fitness Passport to support your health and wellbeing
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EAP support for you and your immediate family
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Employee discounts on groceries, fuel, utility bills, wellness and more
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Please note
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To join our team, you'll need to have full Australian work rights. As part of our standard recruitment process, we'll also conduct a working rights check, police check and request professional references during onboarding.
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We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.
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📌 Customer Accounts Consultant (Queensland)
🏢 Trilogy Care Pty
📍 Queensland