Our client is seeking a skilled and motivated Collections and Hardships Consultant with proven collections experience to join their dynamic and collaborative team. Ideal candidates will have at least one year of corporate customer service experience and a strong background in managing collections effectively while delivering exceptional customer outcomes.

Position Title: Collections and Hardships Consultant

Location: CBD office (5 days/week during probation; 4 days/week in-office 1 day WFH post-probation)

Employment Type: Permanent, Full-Time

Salary: $90k (incl super)

Our client is looking for an experienced and motivated Collections and Hardships Consultant to join their team. This role is suited to individuals with at least one year of customer service experience in a corporate workplace and proven collections expertise. The successful candidate will play a key role in reducing delinquency and losses while delivering exceptional customer service that aligns with the company's values of fairness, accountability, learning, investment, and resourcefulness.

Key Responsibilities:

- Collections Management: Proactively manage a portfolio of accounts to reduce delinquency and recover losses while meeting performance benchmarks.
- Customer Engagement: Build positive rapport with customers, treating them with empathy and sensitivity while negotiating suitable repayment arrangements.
- Compliance & Risk Mitigation: Ensure adherence to credit and privacy legislation, internal policies, and procedures while identifying and mitigating risks within the role.
- Performance Monitoring: Action accounts daily as allocated, consistently achieving or exceeding set performance targets.
- Legal Escalations: Inform the Team Leader when further legal action is required against delinquent accounts.
- Customer Service Excellence:



Enhance the company's reputation by delivering unparalleled responsiveness and support in all situations.

Organisational Expectations:

The successful candidate will

- Adhere to operational procedures and work practices aligned with the company's values.
- Promote Agile work practices through team-based stand-ups, retrospectives, and experiments to progress Objectives and Key Results.
- Embrace continuous learning by utilising internal and external platforms for self-improvement.
- Champion diversity and inclusion by fostering a safe, respectful, and equitable workplace culture.

Performance Measures:

Success in this role will be measured based on:

- Loss recovery effectiveness.
- Arrears performance metrics.
- Customer service quality.
- Behavioural competencies such as teamwork, problem-solving, and alignment with company values.

Ideal Candidate Profile:

The ideal candidate will possess:

- At least 1 year of customer service experience in a corporate setting.
- Proven collections experience with strong negotiation skills.
- A proactive approach to managing accounts effectively while minimising risk.
- Excellent communication skills with the ability to build trust and rapport with customers.

Why Join Our Client's Team?

This opportunity offers

- A supportive team environment that values collaboration and innovation.
- Opportunities for professional growth through continuous learning initiatives.

Our client is seeking someone who fits their vibrant culture - young at heart but experienced enough to hit the ground running. If you know someone who would thrive in this exciting opportunity or are interested yourself, apply now!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply, please click Apply and your dedicated recruitment consultant, Sam Philp, will be in touch.

📌 Customer Support Specialist (Melbourne)
🏢 Robert Walters
📍 Melbourne