/n Building the future of home care through technology, innovation and human connection /n 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. /n Role Overview /n As a Customer Accounts Consultant, 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. /n /n 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. /n /n What You’ll Do /n /n

- 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.

/n /n What You’ll Bring /n /n

- 2+ years in collections or credit control or a strong 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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- Robust 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)

/n /n /n Why Trilogy Care? /n /n

1.

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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4.

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 /n /n /n Please note /n 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. /n 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. /n /n

📌 Customer Accounts Consultant (Brisbane)
🏢 Trilogy Care Pty
📍 Brisbane