Senior Collections

Senior Collections specialist
Senior Collections Officer – Customer Service
South West Sydney
18-Month Fixed Term Contract | Hybrid Working


An exciting opportunity has become available with a leading financial services organisation based in South West Sydney for an experienced Senior Collections Officer to join their customer operations team on an 18-month fixed term contract.


This role sits within a customer service call centre environment, supporting the wider collections team and managing end-to-end collections processes. The position plays a key role in delivering positive customer outcomes while ensuring effective management of accounts in arrears and maintaining strong operational performance across the team.



The Role
As a Senior Collections Officer, you will manage customer accounts throughout the collections lifecycle, working closely with customers to identify appropriate repayment solutions while maintaining compliance and service standards.


In addition to managing your own portfolio, you will support the broader collections team through call quality monitoring, coaching, and reporting on call centre performance metrics, helping drive continuous improvement across the function.



Key Responsibilities
  • Manage end-to-end collections activities for accounts in arrears
  • Conduct inbound and outbound calls with customers to discuss repayment options and account resolutions
  • Work with customers to establish sustainable payment arrangements
  • Support the wider collections team with complex cases and escalations
  • Conduct call quality monitoring and provide feedback and coaching to support team development
  • Assist with training and mentoring team members on collections best practice and customer engagement
  • Track and report on call centre performance metrics, including call quality, service levels, and customer outcomes
  • Ensure all customer interactions comply with relevant regulatory and compliance requirements
  • Maintain accurate records and documentation within internal systems
  • Contribute to continuous improvement initiatives within the collections function


About You
  • Previous experience in collections, recoveries, or financial hardship roles within financial services
  • Strong experience working in a customer service call centre environment
  • Experience supporting call quality, coaching, or training within a collections or contact centre team
  • Understanding of call centre metrics and performance reporting
  • Excellent communication and negotiation skills
  • Ability to manage sensitive conversations with empathy and professionalism
  • Strong attention to detail and ability to manage multiple accounts


What’s on Offer
  • 18-month fixed term contract within a leading financial services organisation
  • Hybrid working model offering flexibility
  • Supportive and collaborative team environment
  • Opportunity to contribute to the development and performance of a collections function
  • Competitive salary package


If you have experience in collections and customer service within financial services and enjoy helping customers find practical solutions while supporting team performance, we would love to hear from you.


Apply now or reach out for a confidential discussion.


LHS 297508

Summary

Job Type
Permanent
Industry
Banking & Financial Services
Location
NSW - South/South Western Sydney
Specialism
Contact Centres
Ref:
2986514

Talk to a consultant

Talk to Hannah Faithfull, the specialist consultant managing this position, located in Sydney
Level 14, Chifley Tower, 2 Chifley Square

Telephone: 0282269832

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