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 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 robust 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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1. Modern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
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2. Vibrant team culture and regular social events
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3. 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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5. Access to Fitness Passport to support your health and wellbeing
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6. EAP support for you and your immediate family
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7. 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 (Bowen Hills)
🏢 Trilogy Care Pty
📍 Bowen Hills