Debt Collection Officer

KEY CONTACTS

Internal 

 Maxxia Sales and Insurance Teams

 Team Leaders / Business Development Managers

 Income and Business Support

External 

 Employer Customers

 Financiers

 Debt Collection Agencies

KEY RESPONSIBILITIES

 Contact customers via phone, email, or written correspondence regarding arrears on

accounts

 Negotiate payment plans and resolve arrears in line with internal policies

 Assess customer circumstances and provide appropriate repayment options

 Maintain accurate and detailed account notes in customer systems

 Monitor accounts and follow up as required to ensure repayments are maintained

 Escalate cases where balances remain unresolved or risk indicators are identified

 Respond to customer enquiries and complaints professionally and empathetically

 Ensure all collection activity complies with regulatory and legal obligations

 Ad Hoc requirements as directed.

POSITION CRITERIA

Capabilities 

 Previous experience in collections, customer service, or a call centre environment (preferred)

 Strong communication and negotiation skills

 Ability to handle difficult conversations calmly and professionally

 Good attention to detail and record-keeping skills

 Ability to work to targets and deadlines

 Basic computer skills and experience using CRM or collection systems

Knowledge & Experience

 Understanding of customer service and ethical collections practices

 Awareness of compliance, privacy, and conduct obligations (training provided where required)

 Problem-solving skills and sound judgement

 Resilience and ability to manage challenging customer interactions

Qualifications 

 VCE or equivalent (not required, but preferred)