Hybrid Collections Specialist – High-Value Accounts in Melbourne

Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters.

Flexibility That Works for You: Access to hybrid work arrangements after the two-week initial training period, supporting a balance of time in the office and time working from home.

Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance.

Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you.

Career Builder: Unlock opportunities to progress into support, leadership, or other roles that align with your career goals.

As a Collections Officer, you will be responsible for managing a portfolio of overdue customer accounts and driving successful recovery outcomes. Through effective negotiation, customer engagement, skip tracing, and account analysis, you will work with customers to establish sustainable repayment arrangements while meeting recovery targets and maintaining compliance with industry regulations.

What You'll Be Doing:

• Managing a portfolio of overdue and high-value customer accounts, undertaking collections activity through outbound phone calls, email correspondence, skip tracing, and approved field calls.
• Negotiating payment arrangements and recovery solutions to support the collection of outstanding balances while maintaining positive customer interactions.
• Monitoring portfolio performance, prioritising collection activities, and implementing strategies to maximise recovery outcomes.
• Maintaining accurate and detailed records of customer conversations, commitments, repayment arrangements, and account actions.
• Investigating customer circumstances and recommending escalation pathways, legal action, hardship referrals, or account closure where appropriate and in accordance with policy and compliance requirements.
• Meeting individual and team recovery targets while ensuring all collections activities are conducted ethically and compliantly.

What You'll Bring:

• Demonstrated experience in collections, debt recovery, credit management, or accounts receivable, managing overdue customer accounts from early-stage through to complex recoveries.
• Strong negotiation and influencing skills, with the ability to secure commitments and achieve positive recovery outcomes.
• Experience managing a collections portfolio, prioritising workloads, and balancing customer service with commercial outcomes.
• Knowledge of collections practices, relevant legislation, compliance obligations, and customer vulnerability considerations.
• Experience using collections, debt recovery, or case management systems to effectively manage account portfolios and track recovery activities.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

We engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including First Nations peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community.

If you’re passionate about shaping the future of service delivery and want to be part of a team that values performance, innovation, and trust, Symbos offers the platform to thrive.